Mid Helpdesk Technician- Tier 2 Support

hace 1 semana

Desde casa, Colombia Team International A tiempo completo

**Description**

**About Team International**

We're a global IT consulting company and a software development service provider that helps organizations operate at their best. With 30+ years of experience, +6 Global locations, and +1000 employees, TEAM combines technology expertise, valuable insights, business intelligence, and a client-centered approach to address challenges in business operations, digital transformation, risk management, compliance, business continuity, and more.

TEAM provides you with flexible engagement models, top IT talent, and full compliance.

Your business and specific project needs are unique and require a customized approach to IT and software development outsourcing.

Partner with TEAM to design the ideal engagement model to fit your business and technical needs, and quickly find the talent required to build your innovative IT solution in record time - all while ensuring full security and regulatory compliance.

**Our guiding values**

Customer-Centric -“Win-win is our partnership strategy”

Trust & Transparency -“We say what we mean, do what we say, and do what is right.”

Flexible & Adaptable -“Solving challenges creatively”

Teamwork & Celebration -“Work hard and enjoy our victories together”

Social Responsibility -“We envision a better world and take action to make things happen”

**The Position**

We are seeking a friendly and customer-focused individual to join our team as a help desk support tier 2. In this role, you will be the first point of contact for users seeking technical assistance, and your primary responsibility will be to provide efficient and effective support while maintaining a positive and helpful attitude.

**Responsibilities**:

- Answer Help Desk Phone calls.
- Manage customers’ queues in ticketing system, which includes performing initial triage on tickets and monitoring and processing Alert Resolution Ticket categorization.
- Respond to user requests for service, troubleshoot problems and help develop solutions.
- Maintain excellent communication with end users including personal phone contact and copious notes in tickets.
- Monitor antivirus software and updates and repair computers infected with spyware, malware and/or viruses.
- Maintain open communication and positive working relationship with team members and clients.
- Contribute to the IT Knowledge Base.
- Provide technology coaching to users as needed.
- Perform other duties/projects as assigned.

**Requirements**:

- 2+ years of experience.
- Learn and use of various software platforms used and supported by the internal team including Autotask, IT Glue, RMM, Windows 10/11, Office 365, Egnyte, Teams, Datto RMM, LastPass, Active directory.
- Additional experience in Azure cloud is a plus.
- Excellent detailed oriented, organizational, and problem-solving skills.
- Excellent written and verbal communication skills, with a talent for simplifying complex technical concepts.
- Ability to achieve multiple tasks and deadlines.
- Strong interpersonal skills with the ability to interact effectively with a diverse group of clients and staff.

**Benefits**

Being a part of TEAM International gives you the chance to work on challenging projects with great professionals, international clients, and the latest technologies.

We have a great benefits package that includes:

- English lessons.
- Private Health Insurance.
- 20+ Paid time off.
- Education allowance, etc.

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