IT End User Support Analyst II

hace 1 semana


Hermosillo, México Conduent de Mexico S.A. de C.V. A tiempo completo

Requirements 

  • Demonstrate English proficiency, both verbally and written. 
  • Possess customer service experience. 
  • 2+ years of IT experience providing End User support. 
  • Demonstrate basic Active Directory knowledge. 
  • Able to multitask and troubleshoot technical issues over the phone. 
  • Possess knowledge of MacOS 
  • Possess Knowledge of JAMF 

Responsibilities

 

            1. Receiving and Logging Tickets: Receive incoming calls, emails, or other forms of communication from end-users seeking technical assistance and log all relevant information in a ticketing system.

            2. Troubleshooting and Issue Resolution: Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures, and known solutions. This may include problems related to hardware, software, network connectivity, or system configurations.

            3. Documentation and Knowledge Base: Maintain accurate records of each reported issue and its resolution in the ticketing system. Update the knowledge base with new solutions, troubleshooting steps, and frequently asked questions to facilitate self-service options for end-users.

            4. Escalation and Collaboration: Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.

            5. Customer Service and Communication: Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience. Clearly explain technical concepts and steps in non-technical terms, offering guidance and reassurance.

            6. Account and Access Management: Assist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.

 

Note this candidate will be working a 5 day week however on a rotating scheduleâ¦(Monday-Friday, Tuesday-Saturday, Sunday-Thursday) 

 

 



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