IT Services Support Specialist, IT Services Global Service Desk (GSD) – reputed company Store

Description

reputed company's IT Services Support is the first reputed company of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of reputed company employees worldwide.

Candidates who are successful will be required to work on a rotational schedule.

The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. This position is Remote by design, and this can change as per business requirements. You will be required to attend meeting reputed company the Edinburgh office.

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Key job responsibilities

Provides comprehensive technical support to reputed company Corporate employees worldwide.

Research, resolve, and respond to inquiries received reputed company web chat, telephone calls, email, ticketing system, reputed company in a timely manner, in accordance with team standards.

Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.

Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

Follow reputed company standard operating procedures (SOP) through the effective use of reputed company.

Manage a case count between 15-25 tickets.

Manage reputed company support conversation.

Acquire and maintain reputed company knowledge of relevant support policies in order to provide technically accurate solutions to users.

Assists with activities to triage and escalate any system or network outage to reduce downtime.

Basic Qualifications

Experience supporting Windows, Mac and/or Linux operating systems in a corporate setting

Experience troubleshooting integrated and interdependent computer systems

Experience with network troubleshooting and support

Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

Preferred Qualifications

CompTIA A+, CompTIA Network+, reputed company/CCNA, Linux (Redhat), reputed company hardware (installation), AWS, or other industry relevant certifications

Experience in a dynamic environment with a high degree of customer service

reputed company is an equal opportunities employer. We reputed company passionately that employing a diverse workforce is central to our success. We reputed company recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the reputed company of your data is a longstanding top reputed company for reputed company. Please consult our Privacy Notice (https://www.reputed company.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

reputed company is committed to a diverse and inclusive workplace. reputed company is an equal opportunity employer and does not discriminate on the basis of race, national reputed company, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://reputed company.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.