Technical Support Manager – B2B SaaS
HR Force International Private Limited
CloudServiceNow
Service Desk Technician, Bilingual Spanish/English, Tier 1
Logicalis GmbH
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $16 - $18 per hour
Job Level
Junior
Tech Stack
CloudServiceNow
About the role
- Provides support via phone, e-mail and chat for various PC hardware and software applications
- Assists users in troubleshooting Outlook and Microsoft Office products
- Provides support for Microsoft Operating Systems (Windows 7, Windows 10)
- Provides support for mobile devices including configuration and email sync
- Handles 50-60 issues per day efficiently and appropriately
- Utilizes Active Directory to reset network passwords and assist with user creations/terminations
- Assists users in adding and changing network printers
- Provides technical support for VPN connectivity and remote access tools
- Controls users’ computers using remote access tools and troubleshoots remote access connectivity
- Maintains regular and punctual attendance and adheres to company policies and applicable laws
- Demonstrates and promotes understanding and commitment to Logicalis mission and values
- Supports and conducts self in a manner consistent with client service expectations
Requirements
- THIS POSITION REQUIRES THE EMPLOYEE BE PROFICIENT IN ENGLISH & SPANISH
- Trade School Certificate or Associate Degree in related field (Equivalent combination accepted)
- 1 year experience in call center or service desk environment
- Knowledge of PC hardware and software applications
- Operating Systems: Windows 7, Windows 10
- Office 365 Support
- Outlook and Lotus Notes troubleshooting
- Mobile device configuration and email sync
- User creations/terminations (tasks/requests)
- End-user self-service tools
- Cloud support – multiple device data syncing
- ServiceNow or other ticketing systems experience
- Word, Excel, PowerPoint proficiency
- Internet Service Provider (ISP), Cable Modem, and Internet Support
- Effective troubleshooting and documentation skills
- Experience navigating a knowledgebase
- Proficient use of Microsoft Office applications
- Strong technical and client interaction skills
- Self-starter with excellent organizational, administrative and interpersonal skills
- Excellent oral, written, technical, and business communication skills
- Ability to multi-task and work in fast paced environment
- Personal smart phone with 2-factor authentication capabilities for work-related tasks
