Service Desk Technical Support
hace 1 semana
Position Summary
We are looking for a Service Desk Technical Support Specialist with strong troubleshooting skills and a customer-oriented mindset. With 2 years of experience providing Level 1 and Level 2 technical support in a corporate environment, as well as hands-on experience using a ticketing system such as ServiceNow, Jira, or similar platforms.
Key Responsibilities
• Provide L1 and L2 technical support to end users, resolving incidents related to hardware, software, networks, and business applications.
• Log, categorize, and track all tickets in the ServiceNow (or equivalent) system, ensuring timely resolution and proper documentation.
• Escalate complex issues to higher-level support teams when necessary, following defined SLAs and escalation procedures.
• Assist in system troubleshooting, configuration, and software installation.
• Deliver excellent customer service through effective communication and problem-solving skills.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
Requirements
• Bachelor's degree in Computer Science, IT, or a related field.
• 2+ years of experience in IT Service Desk or Technical Support roles.
• Proven experience with ticketing tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
• Strong understanding of IT support processes, including incident, problem, and request management.
• Knowledge of Windows and/or macOS environments, Active Directory, Office 365, and basic networking.
• Advanced English — capable of providing support and documentation in English.
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