L1 Remote Desktop Support Specialist

Sapsf; United States; Remoto; USD 40.000 - 52.000; Tempo pieno

Descrizione del lavoro

Sapsf is seeking a dedicated L1 Remote Desktop Support specialist in the United States. You will independently troubleshoot and resolve assigned tickets and provide remote support to end users via phone, email, and chat.

Responsibilities include diagnosing hardware, software, and network issues, adhering to SLAs, and maintaining logs. You will work to improve CSAT and time-to-resolution while escalating complex cases to higher IT levels as needed.

Competenze

• Experience in level1 remote desktop support and ticket handling.
• Strong troubleshooting skills for hardware, software and network issues.
• Familiarity with SLAs, CSAT targets and incident routing.

Mansioni

• Provide level 1 remote desktop support to resolve tickets via phone/email/chat within SLA.
• Diagnose hardware, software, or network issues and provide resolution or workarounds.
• Adhere to quality standards and regulatory requirements; maintain logs and escalate as needed.
• Support knowledge base updates and engage in self-development activities.

Conoscenze

Remote support

Troubleshooting

Ticketing systems

Strumenti

Windows OS

Microsoft Office

Descrizione del lavoro

Sapsf is seeking a dedicated L1 Remote Desktop Support specialist in the United States. You will independently troubleshoot and resolve assigned tickets and provide remote support to end users via phone, email, and chat.

Responsibilities include diagnosing hardware, software, and network issues, adhering to SLAs, and maintaining logs. You will work to improve CSAT and time-to-resolution while escalating complex cases to higher IT levels as needed.