Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
Using various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first-class support response environment such that customer needs are met, and their own productivity is enhanced.
Receives customer queries via telephone, ITSM, and email, suitably categorize and log within service desk system.
Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and where appropriate Tier II service calls, ensuring closure and keeping the customer abreast of progress throughout.
Where necessary escalate to the appropriate authority, ensuring closure, and keeping the customer abreast of progress throughout.
Ensures hardware standards are met according to SOP (Standard Operation Procedure).
Meets all Service Level Agreement (SLA) targets, taking proactive action where improvements can be made.
Maintains process and procedure documentation.
Manages assets/inventory in our service desk system, Active Directory, and Intune.
Physically setup workstations for local office staff and collect and store equipment when not in use.
Flexibility to participate in departmental 24x7 rotating after-hours support rotation.
Be an active team member supporting the Americas region, while providing local and remote customer service.
Responsible for creating documentation, and SOP.
Working together with other team members to maintain the IT inventory accurate across the regions.
Responsible to deal directly with local vendors to work in quotations based on Inchcape standards.
Management of contracts directly with local vendors.
Leading projects like new offices, network replacement hardware, and others.
Licenses management, to ensure that we are using only what’s necessary.
Follow up and revision of the ticket queue to ensure that our customers are receiving the proper feedback, and tickets aren’t breaching the SLA.

Requirements

High School diploma or GED equivalent required.
Associate’s degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university preferred.
Five (5) or more years of professional experience within a Tier 1, 2 and 3 Service Desk or Help Desk related role, supporting a global 24x7 environment.
Experience providing support in a fast-paced environment for Tier I - II tickets (Password resets, scan profile configuration, onboarding tickets, etc.)
Experience providing end-user support for O365 (OneDrive, SharePoint, Windows, Outlook, printer installation, account set-ups, etc.).
Extensive experience supporting Windows 10&11, MS Office, including Office 365.
Experience with Azure AD, Intune, and Active Directory account maintenance, group membership changes, distribution groups, security groups, OU management and other AD functions.
Experience imaging and deploying new and replacement laptops.
Rebuilding computers using provisioning package.
Experience working with a ticketing system (preferably ZOHO Service Desk plus).
Experience with Microsoft 365 Admin Center, Exchange Admin Center (EAC), Migration of mailboxes, Intune, Hybrid environment, PowerShell scripting.
Advanced experience with server and network related issues.

Benefits

Generous time off and paid holidays
Two weeks’ vacation (immediately upon date of hire)
10 days Personal/Sick time
12 paid holidays
Paid parental leave
Employee Assistance Program (EAP)
Performance and Recognition – You are rewarded for achieving success by merit increases and reaching milestones.
Career growth and opportunities for promotions. We develop and hire from within!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportproblem diagnosisservice desk administrationhardware standards complianceprocess documentationasset managementticket queue managementO365 supportWindows 10PowerShell scripting

Soft Skills

customer serviceteam collaborationflexibilitycommunicationproblem-solvingtime managementattention to detailproactive approachleadershipproject management

Certifications

High School diplomaGEDAssociate’s degree in Computer ScienceInformation Systems degree