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Posted over 2 years ago
Responsibilities & more
❇️ Requirements:
▶︎ Excellent problem-solving skills and strong communication.
▶︎ Ability to promptly respond to issue requests and guide users through resolution.
▶︎ Proficiency in extracting detailed issue information from users.
▶︎ Experience in tracking issue escalation and monitoring progress.
▶︎ Comfortable communicating with external vendors.
▶︎ Willingness to work on shifts.
▶︎ Service desk:
→ Proficient in providing technical support and troubleshooting.
→ Experience in resolving hardware and software issues efficiently.
▶︎ Monitoring and analytics:
→ Familiarity with New Relic and Grafana.
→ Knowledge of utilizing these tools to monitor system performance and analyze metrics.
▶︎ Administration and support:
→ Competence in domain system administration.
→ Experience supporting business applications.
→ Proficient in Microsoft 365 admin center for user management and administrative tasks.
❇️ Responsibilities:
▶︎ Resolve issues of any complexity, severity, or scale.
▶︎ Serve as a reliable and friendly frontline support for the service desk.
▶︎ Respond promptly and efficiently to incoming issue requests.
▶︎ Assist and help users in resolving their issues.
▶︎ Extract and collect detailed information about issues from users.
▶︎ Provide consultations and advice to address user concerns.
▶︎ Report out-of-scope issues that cannot be resolved.
▶︎ Participate in issue escalation and track resolution progress.
▶︎ Gather and report statistics on issue occurrence and resolution.
▶︎ Maintain effective communication with external vendors.
▶︎ Proactively maintain the support knowledge base.
▶︎ Be ready to work on shifts.
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