BPO - Service Desk Engineer 1 (Hybrid Setup)

What you’ll do:

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.

• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.

• Record, track, and document the service desk incident within the Service Desk application.

• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.

• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.

• Add users, remove users, reset passwords, and change folder permissions.

• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.

• Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.

• Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

What skills and experience you’ll need:

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.

• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.

• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.

• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.

• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.

• The ability to perform a variety of duties, often changing from one task to another of a different nature.

• The ability to maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions.

• A strong attention to detail so work is accurate and complete.

• The availability to work flexible hours, which may include night shifts and/or weekends.

• An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred

• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.