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About the role
As a Service Desk & Remote Support Services professional, your role will involve providing first-level technical support through phone, email, and Helpdesk ticketing system. You will troubleshoot and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams. Collaboration with IT teams to implement new technologies and improve systems will also be a key part of your responsibilities. Key Responsibilities: - Provide first-level technical support via phone, email, and Helpdesk ticketing system. - Troubleshoot and resolve hardware, software, and network issues. - Escalate complex problems to appropriate IT teams. - Collaborate with IT teams to implement new technologies and improve systems. - Support for enrolments, re-enrolments, and machine resets. - Support for OKTA MFA/MFA setup, manual authentication process, and fast pass. - Unlock IDs, resolve OKTA and Windows login issues. - Handle password resets and account lockout. - Password reset for employees and contractors. - Application access, Wi-Fi setup. - Addition to IBEX and NorthCEE security groups. - Support for resolving compliance and Windows patching issues. - Troubleshoot machine freeze issues, BitLocker, login issues, device drivers, and basic network/connectivity issues. - Support for MS Office (Outlook, Excel, PowerPoint), Zscaler, operating system, VPN, DAP policy, Global Protect, Air Watch, Azure, Cisco AnyConnect, Citrix client, and browser issues. - Document all support activities and solutions in the Helpdesk system. - Create Knowledge Base articles. - Maintain KPIs for service levels and timely ticket resolution. - Handle general queries. - Monitor alerts, log tickets, share SOPs, manage logs and closures. - Coordinate with other teams, update ticket status, and follow up. - Facilitate conference bridges, raise tickets, coordinate RMAs, and manage logistics. - Prepare reports and share with relevant teams. Qualifications Required: - 1+ years of experience in a similar role. - Proficiency in troubleshooting hardware, software, and network issues. - Strong communication and collaboration skills. - Knowledge of OKTA, Windows login systems, and password management. - Familiarity with Microsoft Office applications, VPNs, and security protocols. - Ability to document support activities and solutions effectively. (Note: Any additional details of the company were not provided in the job description) As a Service Desk & Remote Support Services professional, your role will involve providing first-level technical support through phone, email, and Helpdesk ticketing system. You will troubleshoot and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams. Collaboration with IT teams to implement new technologies and improve systems will also be a key part of your responsibilities. Key Responsibilities: - Provide first-level technical support via phone, email, and Helpdesk ticketing system. - Troubleshoot and resolve hardware, software, and network issues. - Escalate complex problems to appropriate IT teams. - Collaborate with IT teams to implement new technologies and improve systems. - Support for enrolments, re-enrolments, and machine resets. - Support for OKTA MFA/MFA setup, manual authentication process, and fast pass. - Unlock IDs, resolve OKTA and Windows login issues. - Handle password resets and account lockout. - Password reset for employees and contractors. - Application access, Wi-Fi setup. - Addition to IBEX and NorthCEE security groups. - Support for resolving compliance and Windows patching issues. - Troubleshoot machine freeze issues, BitLocker, login issues, device drivers, and basic network/connectivity issues. - Support for MS Office (Outlook, Excel, PowerPoint), Zscaler, operating system, VPN, DAP policy, Global Protect, Air Watch, Azure, Cisco AnyConnect, Citrix client, and browser issues. - Document all support activities and solutions in the Helpdesk system. - Create Knowledge Base articles. - Maintain KPIs for service levels and timely ticket resolution. - Handle general queries. - Monitor alerts, log tickets, share SOPs, manage logs and closures. - Coordinate with other teams, update ticket status, and follow up. - Facilitate conference bridges, raise tickets, coordinate RMAs, and manage logistics. - Prepare reports and share with relevant teams. Qualifications Required: - 1+ years of experience in a similar role. - Proficiency in troubleshooting hardware, software, and network issues. - Strong communication and collaboration skills. - Knowledge of OKTA, Windows login systems, and password management. - Familiarity with Microsoft Office applications, VPNs, and security protocols. - Ability to document support activities and solutions effectively. (Note: Any additional details of the company were not provided in the job description)
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