Technical Support Representative

Position Summary

We are looking for a highly motivated and detail-oriented individual to provide technical support to end users across the organization. This remote role is crucial in delivering exceptional IT service to employees at all levels, including senior and executive leadership. The ideal candidate will have hands-on experience with PCs and Apple mobile devices, proficiency with newer Windows operating systems, and excellent customer service skills.

Key Responsibilities

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices.
• Diagnose and resolve hardware, software, and fundamental network issues remotely.
• Document and manage support requests through the FreshService ITSM/ticketing platform.
• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions.
• Provide level one triage for VDI users
• Escalate complex incidents to senior technicians as required.
• Adhere to company policies concerning security and confidentiality.
• Address printing concerns, both local and network-based.
• Utilize Zoho Assist for secure remote access and support of user computers.
• Troubleshoot audio and video issues encountered during video conferencing sessions.
• Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot.
• Oversee user deactivation procedures by removing accounts from these platforms as necessary.
• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments.
• Create and manage distribution groups within Office 365.
• Add and remove user accounts in Vonage.
• Resolve issues related to the Vonage application.
• Manage user accounts within the Mainframe system, including additions and removals.
• Troubleshoot Barracuda VPN installation and connection challenges
• Perform password resets in the Mainframe system.
• Monitor system health and performance using Data Dog.
• Release emails and manage permitted senders through Mimecast.
• Address and resolve OneDrive-related issues.
• Deliver support and training for Microsoft applications.
  
  

Required Qualifications

• Demonstrates exceptional organizational, time-management, and follow-up abilities
• Maintains confidentiality and addresses sensitive requests with the utmost professionalism
• Exhibits outstanding proficiency in both written and verbal communication
• Possesses strong interpersonal skills, supporting employees at all organizational levels
• Operates independently and excels in dynamic, remote work environments
• Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices
• Understands basic networking concepts and is adept at troubleshooting issues
• Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive
• Familiar with Azure Virtual Desktop Infrastructure (VDI) environment
• Capable of creating and managing distribution groups within Office 365
• Familiar with on-premises Active Directory, particularly user and group management
• Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks
• Previously supported executive-level personnel