Senior IT Service Desk Specialist - 2nd Level Support

Unisys; Athens (GA); Vor Ort; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

Unisys is seeking an IT Service Desk professional to provide 2nd level support for software, hardware, and network operations. You will handle customer requests, document cases, and escalate issues as needed while meeting SLA expectations.

The role emphasizes strong troubleshooting, accurate ticketing, and collaboration with on-site teams to ensure timely resolutions and high customer satisfaction.

Qualifikationen

• Associate's degree, professional certification(s), or license; 5+ years of related experience.
• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery.
• 12 months - 2 years IT Service Desk experience
• 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
• Working knowledge of data and voice network concepts

Aufgaben

• 2nd Level telephone contact support.
• Respond to and resolve customer requests related to software, hardware and network operations difficulties with fast, efficient and friendly service.
• Must be logged into the call system so that HHO’s can be received.
• Accurately document calls and cases.
• Escalate tickets as needed for on-site support.

Kenntnisse

Customer service

Troubleshooting

Documentation

Ausbildung

Associate's degree or IT certs

ITIL Foundations Certification

Tools

MS Office

MS Exchange

MS Windows networks

Jobbeschreibung

Unisys is seeking an IT Service Desk professional to provide 2nd level support for software, hardware, and network operations. You will handle customer requests, document cases, and escalate issues as needed while meeting SLA expectations.

The role emphasizes strong troubleshooting, accurate ticketing, and collaboration with on-site teams to ensure timely resolutions and high customer satisfaction.