Job Summary
Sycomp is a global IT services provider that offers cloud, data center, endpoint management, and security solutions. With expertise in complex IT projects, Sycomp delivers state-of-the-art integration and warehouse centers, along with global technology partnerships.
We are seeking a motivated technical support specialist to provide first- and second-line assistance via email and remote tools. The ideal candidate will ensure smooth operation of clients' IT environments and deliver excellent customer-focused experiences during all interactions.
Key Responsibilities
* Provide timely and effective technical support for various business applications including Office 365, Salesforce, Slack, and others.
* Diagnose and resolve issues involving multiple platforms using problem-solving skills and creative troubleshooting methods.
* Log, track, and manage incidents and service requests across various systems.
Client Interaction
* Deliver professional customer-focused experiences during all interactions, ensuring clear communication and user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up to maintain client satisfaction.
Service Management
* Adhere to ITIL-aligned processes for incident, problem, and change management to ensure efficient service delivery.
* Monitor and meet SLA requirements for all client requests, identifying opportunities to enhance service delivery and client satisfaction.
Collaboration Documentation
* Work closely with internal teams and vendors to resolve complex issues and maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues to improve service efficiency.
Tools Technology
* Use and support applications such as Office 365, Salesforce, and Slack to ensure seamless integration and functionality.
* Administer user accounts, permissions, and configurations to maintain system security and integrity.
* Stay current with emerging technologies and best practices to enhance technical skills and service delivery.
Requirements Skills Qualifications
* Fluency in English and Spanish written and verbal.
* 2+ years of experience in an MSP environment, preferably with hands-on experience with Salesforce or similar ticketing platforms.
* Strong troubleshooting and problem-solving capabilities, excellent interpersonal and communication skills.