About the role
We are looking for a talented and experienced L1 technical support specialist to join our creative team and contribute to the development of cutting-edge solutions that align with our commitment to excellence.
Requirements:
* 1+ years of experience on similar position
* Experience and strong knowledge of MSFT Defender/MSFT XDR/MSFT Sentinel
* Will be a plus Cybersecurity/IT Background
* Advanced English level
* Excellent problem-solving and communication skills.
* Ability to work both independently and collaboratively in a team environment.
Responsibilities:
1. User Assistance:
* Respond to user inquiries and issues via various communication channels such as phone, email, or chat. * Provide guidance on software applications, hardware, and IT-related problems.
2. Issue Triage:
* Assess and prioritize incoming support requests based on urgency and impact on the users productivity. * Categorize issues and assign them to appropriate support teams if needed
3. Basic Troubleshooting:
* Perform initial diagnostic procedures to identify the root cause of issues. * Guide users through basic troubleshooting steps and solutions.
4. Password Resets:
* Handle password resets and account unlocks for various systems and applications.
5. Documentation:
* Maintain accurate records of user issues, resolutions, and common troubleshooting procedures. * Create and update knowledge base articles to aid in issue resolution.
6. Software Installation and Updates:
* Assist users with the installation and configuration of software applications. * Ensure that software and applications are up to date.
7. Hardware Support:
* Provide basic support for hardware-related issues such as connectivity problems, printer malfunctions, etc.
8. Escalation:
* Escalate more complex issues to higher-level support tiers or specialized teams. * Provide detailed information to assist higher-level support in resolving escalated issues.
9. Remote Desktop Support:
* Use remote assistance tools to troubleshoot and resolve issues on users computers.
10. Security Awareness:
* Educate users on security best practices and assist in identifying and mitigating security threats.
What we offer:
* Remote job with the freedom to work from anywhere in the world.
* Work schedule: 9 AM - 5 PM EST & 5 PM - 9 AM EST
* Competitive and timely salary.
* Opportunities for professional growth and development.
* The chance to gain experience in various fields and participate in exciting projects.
* Your ideas and initiatives are always welcome and valued.
Originally posted on Himalayas