IT Support Engineer
Budget: ₹400 – ₹750 INR
Time zone: 8hrs/day in PST timezone
Job Description:
The IT Support Specialist – First Response is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, cloud services and vendor specific hardware and software.
Basic Functions:
• Take incoming “New Service Ticket” queue phone calls and work issues for up to 30 minutes before arriving at either resolution or escalation
• IT Support relating to technical issues involving Microsoft’s core cloud, business applications and operating systems.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
|• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. • Escalate service requests that require engineer level support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
• The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Job Description:
The IT Support Specialist – First Response is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, cloud services and vendor specific hardware and software.
Basic Functions:
• Take incoming “New Service Ticket” queue phone calls and work issues for up to 30 minutes before arriving at either resolution or escalation
• IT Support relating to technical issues involving Microsoft’s core cloud, business applications and operating systems.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
|• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. • Escalate service requests that require engineer level support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
• The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.