Remote | Service Desk Technician (MS365, Active Directory)

The Service Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. Support is primarily performed over the phone, through a ticket system and/or through remote methods for hardware and software support.

Key responsibilities

• Answer the phone and work the ticket boards
• Troubleshoot and resolve computer-related issues with end users remotely and over the phone
• Proactively monitor tickets to prevent larger issues from occurring and watch for priority one (P1) and VIP User tickets
• Manage accounts through Microsoft Active Directory/ Entra ID and Office 365
• Setup and configuration of Microsoft Office products and many other software products
• Identify and troubleshoot VoIP related tickets – extension issues, voicemail reset, connectivity issues
• Handle customer issues in an organized fashion through a ticketing system
• Communicate with coworkers to escalate tickets as needed to Tier 2 Service Desk Analysts

About you

• Minimum 2 years of experience as IT Helpdesk, IT Service Desk Technician

• Knowledge in MS365, Active Directory

• Experience working for MSP, Enterprise Clients and Western Clients

• Customer service experience is a must

• Excellent with oral and written communication

• Ability to quickly solve problems

• Flexibility in a dynamic work environment

• Multitasking and completing projects according to their scheduled deadlines

• Entry level industry certifications are a plus

• Experience in VoIP platforms a plus