Level 1/2 Help Desk / Managed Service Technician

About the Role

This is a career growth opportunity for a help desk technical support professional with strong technical, analytical, problem-solving, consultative, and presentation skills. You will help business customers with all of their technology inquiries, including adding new computers to a domain, fixing printer and scanner issues, supporting email clients, and troubleshooting connectivity issues.

Responsibilities

• Deliver service and support to end users through remote sessions, phone calls, and tickets
• Respond to customer inquiries, concerns, and requests about products and services
• Follow the standard processes and procedures covered in training
• Identify and escalate priority issues according to customer requirements
• Route issues to the appropriate resource when needed
• Document IT issues and their resolution steps clearly
• Create and maintain guides specific to each customer’s infrastructure
• Stay current with system information, changes, and updates

Requirements

• Excellent written and spoken English
• Ability to handle 20–30 tickets per shift, ranging from quick password resets to remote sessions and complex troubleshooting
• Advanced working knowledge of:
• Microsoft Office (Word, Excel, Outlook, etc.) and Adobe PDF
• Microsoft 365 administration and Google Workspace
• Windows Server, including domain controllers and Active Directory
• Solid working knowledge of printers and scanners
• Understanding of IT system fundamentals and system management tasks
• Basic knowledge of networking principles and operating systems
• Basic understanding of macOS
• Ability to clearly document and explain technical issues in English
• Reliable, self-motivated, and willing to learn
• Ability to work closely with peers and other teams

Ideal Candidate

• Strong organizational and interpersonal skills
• Proactive, flexible, and service-oriented
• Creative problem solver who learns independently
• Performs well under pressure and works well in a team
• Previous experience in a 24/7 Network Operations Center (NOC), help desk, or call center
• Working in Pacific Time zone 8AM-5PM PST

What We Offer

• Permanent, full-time contract
• Opportunities for career advancement and skill development
• Work alongside and learn from experienced, highly skilled professionals