Technical Support Engineer — IT Helpdesk (Parma, OH)

Pansophic Learning; Parma; In loco; EUR 30.000 - 33.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Long-term Disability

Short-term Disability

10 Paid Holidays

Descrizione del lavoro

Pansophic Learning is seeking a Technical Support Engineer in Parma, OH to provide remote guidance and expert assistance for technical problems, acting as a second-tier end-user contact and documenting resolutions. You will manage a ticket queue, follow knowledge base processes, and collaborate with internal teams to ensure accurate solutions.

Ideal candidates have service desk experience, familiarity with Active Directory or Google Workspace, and strong knowledge of Windows and Chrome OS.

Competenze

• Must have strong knowledge of service desk operations and technologies.
• Experience with Microsoft Active Directory or Google Workspace basic administration.
• In-depth knowledge of Windows Desktop OS and Chrome OS.
• Must be a team player and flexible for occasional shift changes.
• Ability to troubleshoot quickly and assess customer issues.
• Comfortable working remotely in a fast-paced environment.
• Bachelor's degree or equivalent experience.
• Highly organized with strong attention to detail and prioritization.

Mansioni

• Provide customers with remote guidance to resolve technical problems.
• Act as second tier end-user contact and resolution.
• Resolve issues using provided access, tools, and technology.
• Document user information, triage steps, and resolutions or escalation notes.
• Manage ticket queue to meet SLA requirements.
• Follow knowledge base articles for issue resolution.
• Identify missing or erroneous documentation and improve processes.
• Collaborate with internal/external teams to ensure accurate solutions.
• Assist customers with account setup and application installations.
• Provide escalations as necessary.
• Create and maintain required documentation.
• Multitask across initiatives to meet business needs.
• Communicate clearly in written and verbal form.
• Deliver strong customer service and a user-centric approach.

Conoscenze

Service desk operations

Active Directory

Google Workspace

Windows Desktop OS

Chrome OS

Team player

Shift flexibility

Troubleshooting

Remote work ability

Communication skills

Customer focus

Multitasking

Formazione

Bachelor's degree or equivalent experience

Strumenti

Ticketing systems

Descrizione del lavoro

Pansophic Learning is seeking a Technical Support Engineer in Parma, OH to provide remote guidance and expert assistance for technical problems, acting as a second-tier end-user contact and documenting resolutions. You will manage a ticket queue, follow knowledge base processes, and collaborate with internal teams to ensure accurate solutions.

Ideal candidates have service desk experience, familiarity with Active Directory or Google Workspace, and strong knowledge of Windows and Chrome OS.