Key Responsibilities:
Respond to requests for technical assistance by phone, email, chat.
Manage incidents and problems in the incident management system.
Act as a liaison between users and technical escalation teams.
Follow-up on open incidents and provide status updates.
Escalate problems to appropriate teams when required.
Maintain hygiene in ticket documentation and overall ticket quality.
Identify and learn appropriate software and hardware used by the firm.
Encourage users to use self-help resources and demo common issue solutions.
Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones. • Configure and troubleshoot virtual computers hosted via ESX servers.
Troubleshoot Microsoft Office applications suite including Teams, O365.
Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices.
Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
Work extended hours when business needs.
Flexibility to work in rotational shifts and week offs.
Ability to work under high pressure.
Must-Have Skills:
MDM
Mobile Devices
Networking
Active Directory
Cisco
Robust Communication Skills