Help Desk Tier 1

October 7, 2024

Nearlinx

San José

FULL TIME

We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail.
Key Responsibilities:

Provide first-level contact and problem resolution for all users with hardware, software, and application problems, especially concerning laptops and Microsoft 365.
Diagnose and resolve technical hardware and software issues related to laptops, Microsoft 365 applications, and other office productivity tools.
Escalate unresolved calls to the appropriate internal teams or third-party vendors and follow up to ensure resolution.
Guide users through step-by-step solutions in a user-friendly manner via phone, email, or chat.
Log all help desk interactions and track issues to resolution, updating the internal knowledge base.
Perform password resets and grant access to applications and systems within the scope of Tier 1 support.
Prepare activity reports and update customer records in the help desk system.
Stay current with system information, changes, and updates related to laptops and the Microsoft 365 ecosystem

Qualifications:

A degree in Computer Science, Information Technology, or related field, or equivalent experience.
Proven experience in a help desk or technical support role, with specific experience supporting laptops and Microsoft 365 applications.
Strong understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills, capable of conveying complex issues to non-technical users.
Microsoft 365 certification or equivalent training is highly desirable.

Skill Requirements