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Job Discription
- Responding to customer inquiries via phone, email, or ticket system in a timely and professional manner.
- Providing technical support to end-users on Mac OS, iPhone Mobile Devices, WiFi, and other related technologies.
- Utilizing ticket management systems (ServiceNow) to record, track and manage customer minor and major incidents and requests.
- Document the troubleshooting steps and communicate progress to the end-users.
- Creating technical documentation, knowledge base articles, and FAQs for end-users to ensure that technical information is readily available and accessible.
- Remediation of Cybersecurity incidents and ensuring compliance with established security policies and standards.
- Knowledge of remote support tools (ConnectWise or similar tools) to provide remote support to end-users globally.
- Experience with TV/Cable systems – Preferred
- Experience with GitHub version control system
- Experience with File Servers/File Shares and ability to troubleshoot and provide support.
- Experience with GlobalProtect, AnyConnect, Okta, SCCM, Sentinel One, JAMF, and Intune.
- Provide onboarding training for new hires and their workstations.
- Providing in-market support for technology teams and actively participating in technical discussions.
Qualifications:
- Bachelor s degree in computer science or related field.
- At least 3 years of experience in technical support or customer service.
- Excellent communication and interpersonal skills.
- Strong analytical and troubleshooting skills.
- Ability to work independently or as a team member in a fast-paced environment.
- Ability to prioritize and manage multiple tasks simultaneously.
