Client Services Executive

Job Description

As a Remote IT Support Engineer (L1/L2), your role is crucial in ensuring the smooth daily operation of end-user systems and IT services. Your responsibilities will include:- Responding to support requests via phone, email, chat, and ticketing systems within defined SLAs- Performing first-level troubleshooting and aiming for first-call resolution using established SOPs- Resolving common IT issues such as password resets, printer troubleshooting, VPN connectivity problems, and software installations- Accurately documenting incidents, troubleshooting steps, and resolutions in the ticketing system- Escalating complex or unresolved issues to L2 support with detailed technical documentation- Providing guidance to end users on routine IT tasks and promoting IT best practicesIn addition, if you are assigned Level 2 (L2) Support tasks, your responsibilities may include:- Handling escalated technical issues requiring deeper troubleshooting- Diagnosing system, network, and application-related problems- Coordinating with infrastructure, security, or vendor teams as necessary- Identifying recurring issues and suggesting process or system improvementsTo excel in this role, you should have:Experience:- 25 years of experience in a helpdesk, service desk, or remote IT support roleTechnical Skills:- Strong working knowledge of Windows 10/11 and macOS environments- Familiarity with Microsoft 365 and/or Google Workspace- Experience using ticketing systems such as Jira Service Desk, Zendesk, or similar platforms- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)Soft Skills:- Excellent verbal and written communication skills- Customer-focused mindset with strong problem-solving abilities- Ability to remain organized and composed in a fast-paced support environment- Strong documentation and time-management skillsEducation & Certifications:- High school diploma or equivalent (required)- Certifications such as CompTIA A, ITIL Foundation, or equivalent (preferred) As a Remote IT Support Engineer (L1/L2), your role is crucial in ensuring the smooth daily operation of end-user systems and IT services. Your responsibilities will include:- Responding to support requests via phone, email, chat, and ticketing systems within defined SLAs- Performing first-level troubleshooting and aiming for first-call resolution using established SOPs- Resolving common IT issues such as password resets, printer troubleshooting, VPN connectivity problems, and software installations- Accurately documenting incidents, troubleshooting steps, and resolutions in the ticketing system- Escalating complex or unresolved issues to L2 support with detailed technical documentation- Providing guidance to end users on routine IT tasks and promoting IT best practicesIn addition, if you are assigned Level 2 (L2) Support tasks, your responsibilities may include:- Handling escalated technical issues requiring deeper troubleshooting- Diagnosing system, network, and application-related problems- Coordinating with infrastructure, security, or vendor teams as necessary- Identifying recurring issues and suggesting process or system improvementsTo excel in this role, you should have:Experience:- 25 years of experience in a helpdesk, service desk, or remote IT support roleTechnical Skills:- Strong working knowledge of Windows 10/11 and macOS environments- Familiarity with Microsoft 365 and/or Google Workspace- Experience using ticketing systems such as Jira Service Desk, Zendesk, or similar platforms- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)Soft Skills:- Excellent verbal and written communication skills- Customer-focused mindset with strong problem-solving abilities- Ability to remain organized and composed in a fast-paced support environment- Strong documentation and time-management skillsEducation & Certifications:- High school diploma or equivalent (required)- Certifications such as CompTIA A, ITIL Foundation, or equivalent (preferred)

Keyskills :
macOSZendeskTCPIPDNSDHCPVPNWindows 1011Microsoft 365Google Workspace