Extensiv

IT Support

• Triage, resolve, and escalate tickets within SLA across both Windows and Mac OS environments
• Run onboarding and offboarding end to end — purchasing and configuring hardware, setting up software, syncing Mobile Device Management (MDM), and managing security badge access
• Manage and secure the tools the company runs on, including Microsoft 365, Slack, and Zoom
• Run regular audits to right-size licensing, control software spend, and keep records accurate
• Purchase, configure, and maintain IT equipment for in-office and remote employees alike
• Partner with the cybersecurity team to support SOC 2 compliance
• Write clear documentation and coach colleagues on unfamiliar software and hardware

Helpdesk Technician

Support Engineer

• Take and respond to customer live queries in a timely and accurate way, via phone, email, and chat
• Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on all communication platforms to be able to address complaints accordingly
• Follow up with customers to ensure their technical issues are resolved
• Escalate customer concerns promptly as the need arises
• Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term

Helpdesk Technician

Tier 1 Support Engineer