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Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Be the Front Line of IT Support
- Respond to incoming support requests via ticketing system, email, and chat
- Ensure every issue is clearly documented with the right level of detail
- Communicate with users to clarify issues and gather missing information
- Own Ticket Triage Process
- Categorize and prioritize incoming tickets based on urgency and impact
- Route requests to the appropriate teams for resolution
- Monitor ticket progress and follow up to keep things moving
- Delivering a Great User Experience
- Provide clear, professional, and friendly communication at all times
- Set expectations with users and keep them informed
- Help reduce frustration by bringing structure and clarity to each interaction
- Growing into Technical Support
- Begin resolving common Level 1 issues such as password resets, access requests, and basic troubleshooting
- Follow step-by-step procedures and internal knowledge base articles
- Escalate more complex issues while ensuring smooth handoffs
Requirements
What you’ll need- Strong Communicator (Most Important)
- Clear, professional verbal and written communication skills
- Ability to translate user issues into well-documented tickets
- Comfortable interacting with non-technical users
- Organized & Detail-Oriented
- Able to manage multiple requests without losing track of details
- Strong documentation habits and process discipline
- Ability to prioritize effectively in a fast-paced environment
- Problem-Solver with a Learning Mindset
- Naturally curious and eager to learn new tools and technologies
- Comfortable asking questions and seeking clarification
- Able to follow structured troubleshooting steps
- Team Player
- Works well with others and collaborates across teams
- Open to feedback and continuous improvement
- Nice to Have (Not Required)
- Previous experience in customer service or helpdesk support
- Exposure to ticketing systems or IT support environments
- Basic familiarity with workplace technology (Windows, macOS, Office tools)
Benefits
Comp & perks- Great entry point into IT with clear growth opportunities
- Hands-on learning environment with supportive teammates
- Exposure to a global IT operation and real-world systems
- Opportunity to build both technical and professional skills
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Level 1 supporttroubleshootingticketing systemsdocumentationpassword resetsaccess requests
Soft Skills
strong communicatororganizeddetail-orientedproblem-solverteam playerability to prioritizecuriositycollaborationadaptabilitycustomer service