Helpdesk Desk Tier 1 Engineer

Requirements:

• Bachelor's degree in a technical field of study or equivalent IT certification.
• Minimum 1 year experience providing support to customers
• Excellent verbal and written English skills.
• Microsoft Windows 10 setup and configuration experience.
• MS Office 365 and/or Exchange administration.
• IT security, including authentication and encryption experience a plus.
• Microsoft SharePoint Online a plus (supporting SharePoint systems).
• Passion for learning new tools and technologies.
• Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
• Effective interpersonal skills and ability to maintain positive working relationship with others.

Responsibilities:

• Account management, ticket management and other projects management according to service desk scope and procedures.
• Follow security good practices.
• Logging IT related service problems and incidents.
• Provide excellent customer service by maintaining regular communication with customers regarding their ticket status. 
• Test and troubleshoot new hardware components.
• Receive technical support calls, troubleshoot and resolve the issue, when possible.
• Escalate complex issues to higher level of expertise within IT teams to ensure rapid resolution of tickets. 
• Ensure that SLAs are being respected.
• Acquire good knowledge of approval procedure and apply it strictly before doing any action.
• Create reports and statistical information regarding ticket statuses.