End User Support Analyst

hace 2 semanas

Desde casa, Colombia Faroutsolutions A tiempo completo

Job Overview

The Technical Support Analyst position will be the first tier of technical support provided to our clients. This role will be responsible for handling tickets passed to them by our service desk, working with clients via chat, email, and phone, and also carrying out other necessary duties of the job.

Roles and Responsibilities

- Perform front-line client support for basic ticketed issues. This support will typically be for issues not being handled by other departments.

- Communicate with clients via email, phone, and chat as part of the above support.

- Attend shift on a daily basis for contracted support hours.

- Understand SLA requirements for all tickets that are being worked

- Understand and follow all FOS internal policies and job requirements

- Provide first drafts of undocumented procesess that come up as part of work.

- Participate in weekly meetings with both QA and TL to ensure quality of work is acceptable.

- Providing timely updates to users about the status of their requests.

- Update Autotask site config

Qualification

- Associates Degree in IT or a related field, OR 1-2 years of experience in IT, or a related field.

- High level of English knowledge.

- Proficiency in troubleshooting issues related to scanning, printing, Windows, and Office 365.

- Familiarity with communication tools such as Microsoft Teams and Outlook for seamless client interaction.

- Experience with Autotask Ticketing System and Datto RMM is preferred to streamline ticket management and resolution processes.

- Networking fundamentals such as using ping, traceroute, and network analyzers.

- Familiarity with Unifi, Omada, and Cisco Meraki dashboards is advantageous for comprehensive support.

Experience

- One to two years of proven experience in a technical support role within a helpdesk or service desk environment.

- Excellent communication skills, both verbal and written, with the ability to convey technical concepts clearly to non-technical users.

- Demonstrated ability to manage time effectively, maintain accurate records, and adhere to work schedules.

- Proven track record of working within SLA guidelines and escalating issues appropriately when necessary.

- Ability to adapt quickly to new tools and technologies to enhance support capabilities.

Why Join Us?

Competitive base salary + unlimited earning potential with commissions.

Opportunity to work in a fast-growing, tech-driven company.

Supportive and dynamic work environment with growth opportunities.

Work alongside industry experts in the MSP and IT services space.

Ready to take your sales career to the next level? Apply now

Job Types: Full-time, Contract

Expected hours: 40 per week

Work Location: Remote

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