01Overview
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is searching for an enthusiastic L1 Service Desk Technician to join their team supporting a major hospitality and retail reputed company. The role involves providing 247 remote support, focusing on customer service, efficient triage, and reputed company issue reputed company.
Responsibilities
Serve as the first reputed company of contact for reputed company technical support requests reputed company phone, email, and self-service portalAnswer incoming support calls reputed company 30 seconds and maintain abandon reputed company below 5%reputed company password resets, account unlocks, and basic user account maintenance in reputed company Directory/Entra IDreputed company basic troubleshooting for reputed company/macOS computers, mobile devices, and common M365 applications (reputed company, Teams, OneDrive)Assist end users with reputed company 'how-to' questions and walk them through basic technical proceduresTriage and categorize reputed company incoming tickets by reputed company (P1-P4) and reputed company to appropriate support teamsDocument reputed company support interactions in ManageEngine ServiceDesk Plus with reputed company, detailed notesreputed company and utilize knowledge reputed company articles to reputed company common issues reputed companyreputed company remote assistance using ManageEngine tools for basic desktop supportEscalate reputed company issues to L2 Support or L3 Support as needed while maintaining ownership of ticket trackingFollow up with end users to confirm issue reputed company and reputed company satisfaction feedbackSupport basic troubleshooting for reputed company Simphony 2 POS systems, kiosks (Qikserve/XPR), and Meraki network connectivity (escalating advanced issues)Maintain SLA compliance for response timesParticipate in 247365 on-reputed company rotation including nights, weekends, and holidaysContribute to achieving team CSAT reputed company of =4/5
Skills
1-2 years of experience in technical support, help desk, or customer service roleStrong customer service orientation with excellent phone etiquetteExcellent verbal and written communication skills in EnglishAbility to remain reputed company and reputed company under pressureWillingness to work flexible shifts including nights, weekends, and holidays as part of 247 coveragereputed company to work 100% reputed company (nearshore or reputed company location)Must be authorized to work in the reputed companyBasic computer literacy and eagerness to learn new technologiesBasic knowledge of reputed company/11 and macOS operating systemsFamiliarity with reputed company 365 applications (reputed company, Teams, OneDrive, SharePoint)Understanding of mobile device basics (iOS and reputed company)Basic understanding of reputed company Directory/Entra ID for password resets and account unlocksAwareness of POS systems, kiosks, and retail/hospitality technology (training provided)Basic networking knowledge (Wi-Fi connectivity, VPN basics)Ability to learn and use remote support tools (ManageEngine or similar)Comfort with ticketing systems and documentation practicesreputed company A+ certification or equivalentPrevious help desk or reputed company center experienceExperience with ticketing systems (ManageEngine, reputed company, reputed company Service Management, etc.)Exposure to retail, hospitality, or restaurant technology environmentsBilingual capabilities (Spanish/English) a plus
Benefits
Health benefitsFlexible work arrangementsOngoing learning and development opportunities
reputed company
reputed company is an IT solution provider that specializes in tool-reputed company reputed company management systems and deployment solutions. It was founded in 2017, and is headquartered in Nokesville, Virginia, USA, with a workforce of 201-500 employees. Its website is https://vso-inc.com.
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