We are looking for a Level I & II Support Specialist to be part of the service desk team. This involves prioritization, resolution and completion of escalated tickets of end user help requests (internal and customers).
Job Description:
* The main mission consists of delivering first and second level support to our customers and internal users * Resolution of issues through service desk manager * Ensure all issues are registered and followed until completion * Diagnosing and troubleshooting * Install, maintain and upgrade equipment and its associated infrastructure * Identifies, researches, and resolves technical problems * Create and Update Support documentations * Create & Update FAQ (knowledge base)
Profile:
* Bachelor degree in Computer Science (or equivalent) * At least 3 years of experience in similar role * Experience in helpdesk operations, that includes Windows and Mac clients * Perfect command of English, Spanish is an asset * Excellent written and verbal communication
Skills:
* Atlasian JIRA & Confluence * Mac OS (using command line, being able to read logs, find processes, create shell scripts) * Windows (using command line, understanding Active Directory and network accounts and relationships to effectively support end-users, create batch scripts) * Understand basic networking technologies (LAN/WAN and wireless) * Knowledge and ability to remotely manage client systems * Highly skilled in documenting written troubleshooting steps and instructions * Knowledge in Java (is a plus) * Knowledge of SQL (is a plus) * MS Office (Windows and Mac) software
Starting: as soon as possible.
Location: Boston, USA
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