Junior IT Support Specialist (Remote Tier 1 Role)
Your Mission
- Provide prompt and professional first-level technical support to users via multiple channels (email, chat, and phone).
- Diligently document, track, and monitor all support tickets in our system—like Zendesk or Jira—to ensure a clear audit trail and adherence to SLAs.
- Diagnose and resolve basic technical hardware and software issues with precision and efficiency, aiming for first contact resolution.
- Escalate intricate and unresolved problems to Tier 2 or Tier 3 support teams following established escalation path protocols.
- Author and maintain detailed logs of user interactions, reported issues, and steps taken for resolution in the knowledge base.
- Collaborate effectively with cross-functional teams to ensure a seamless support experience and rapid issue resolution.
- Offer clear and concise guidance to users, empowering them with the knowledge to prevent future issues and better utilize their technology.
- Actively participate in continuous training to master new technologies and support protocols, ensuring your skills remain cutting-edge.
Your Profile
- A Bachelor’s degree in Information Technology, Computer Science, or a related technical field is required.
- Demonstrable customer service orientation with exceptional communication skills—both written and verbal.
- A natural problem-solver, you possess strong analytical and troubleshooting capabilities that you’re eager to apply.
- Meticulous attention to detail, especially in documenting support tickets and user communications. What details are most important?
- High adaptability; you can pivot between tasks and thrive in a fast-paced, evolving remote environment.
- Familiarity with modern operating systems (Windows 11, macOS) and common business software suites (Microsoft 365, Google Workspace).
- A foundational understanding of networking concepts (TCP/IP, DNS, DHCP) is highly advantageous for this role.
- Prior experience with help desk ticketing software (Zendesk, Jira Service Management, Freshdesk) is a significant plus.
- A foundational knowledge of IT security principles and best practices for user support.