IT Helpdesk

Flexis IT; México; A distancia; MXN 20.000 - 30.000; Jornada completa

Descripción de la vacante

A global IT service provider is seeking an IT Help Desk Analyst to provide remote technical support for PC and MAC-related issues. This role requires excellent communication and customer service skills, with at least 2 years in a help desk environment. You will troubleshoot various technical issues, support users, and manage service tickets effectively. The position is full-time and remote, ideal for candidates with a tech background and a passion for customer service.

Formación

• 2+ years of experience in a Service or Help Desk/Inbound Support Center environment.
• Excellent communication skills in written and verbal forms.

Responsabilidades

• Provide first and second level technical support through phone and email.
• Take ownership of trouble tickets and resolve issues.

Conocimientos

Technical support

Windows operating system

Apple operating system

Active Directory

Customer service skills

Networking basics

VPN basics

Educación

College or Technical Institute degree in Information Technology

Herramientas

Office 365

Service Desk ticketing system

Descripción del empleo

Overview

IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.

Responsibilities

• Provide first and second level technical support through phone and email
• Support Windows and MAC desktop and laptop computers
• Resolve general access and connectivity issues
• Troubleshoot desktop application issues
• Perform basic administration of user accounts and groups
• Take ownership of trouble tickets, work the issue to resolution and follow up as needed
• Record detailed information into the Service Desk ticketing system
• Support mobile devices such as iPhones and Android phones
• Occasionally act as a liaison between Partners/Clients and the NOC team in India

Qualifications

• 2+ years of experience in a Service or Help Desk/Inbound Support Center environment
• Experience with Windows and Apple operating systems
• Office 365 Mail and Email clients (Microsoft Outlook)
• Proficient in Active Directory
• Knowledge of networking basics and VPN basics
• Excellent communication skills (written and verbal) and customer service skills
• College or Technical Institute degree in Information Technology or related discipline
• CompTIA Network+/Security+/A+, or MS365 role-based certifications are a plus
• Customer service experience, especially with inbound phone contact

About Flexis

Flexis is a global provider of outsourced Service Desk, NOC and SOC Solutions to clients in US and Canada. Our Network Operations Center is staffed 24/7/365 by technology experts who monitor, troubleshoot and remediate problems on managed devices. Flexis also provides 24x7 SOC as a Service to secure IT environments with end-to-end security monitoring, threat detection, and incident response.

Job Details

Job Type: Full-time
Experience: IT Help Desk 2 years (Required); Office 365 1 year (Required)
Language: English Fluently (Required)
Work Location: Remote