Helpdesk Support Technician

****Must be proficient Portuguese and English*** **Fully remote**

• Respond to customer issues via phone, email, chat, and within ticketing system.
• Maintain communication and status of trouble tickets submitted by clients from initial communications to continued follow-ups.
• Ability to communicate technical data
• Provide documentation based on customer interaction within ticketing system.
• Contribute to a growing knowledge base.
• Deploy, Troubleshoot, repair, maintain, install, and manage desktop, laptop, and mobile computing devices.
• Troubleshoot, test, and modify computer software.
• Basic troubleshooting of local and wide-area networks, phone system, and servers.
• Escalate issues that are of higher difficulty to the next tier of support.
• Support IT projects that require interaction with customers as needed.

Education

• Associates degree or the recognized equivalent in education and experience. Bachelor’s degree preferred.

Technical Experience

• Strong understanding of Windows desktop operating systems.
• Familiarity with Active Directory, Azure Active Directory, Microsoft Server operating systems, all supported Microsoft Office versions, Exchange Servers, and Exchange Online.
• Familiarity with M365
• Familiarity with Apple desktop operating systems.
• Experience with managing Android and IOS devices, specifically with setting up and maintaining email access.
• Strong customer service skills and experience delivering excellent customer experiences.
• Must be analytical, organized, and detail oriented with good verbal and written communications skills
• Must have a high level of problem-solving skills
• A positive, team-oriented attitude is necessary to deal with a large variety of personalities

Experience Level

Entry Level

Experience Level

Entry Level