Job Overview:
The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments. Effective communication and problem-solving skills are essential to excel in this role.
* Deliver first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving business applications such as Office 365 and Salesforce.
* Log, track, and manage incidents and service requests across various platforms.
* Provide a professional and customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
* Work closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
* Use and support business applications such as Office 365 and Salesforce.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.