IS Support Specialist 1

Currently we are looking for an IS Support Specialist 1 (Must be ITIL Certified)

IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company’s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues.

• Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members.
• Minimum experience in Azure AD, O365, Zoom, Teams
• Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels such as phone, email, direct messaging and in-person.
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs.
• Assist with maintaining inventory levels of all hardware equipment, software, and software licenses.
• Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under direct guidance.

• Bachelor's degree with 5 years of experience in Technical Support Role.
• Must have Knowledge of various ITSM tools and ITIL Standards.
• Must be able to perform hardware break fix on laptops and MacBooks.
• Technical certification like Azure and ITIL Foundation V4.
• Demonstrated experience with process improvement.
• Must be open to provide 24x7 operational support if required in future.
• Demonstrated experience with solving complex issues.
• Required to complete vendor-specific certifications.
• Organizational, multi-tasking, and time management skills
• Must have Excellent Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Critical thinking and problem-solving skills.
• Collaborative skills, applied successfully within team as well as with all levels of employees in other areas.
• Sound business and technology acumen
• Self-motivated with the ability to manage projects to completion independently.
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware.
• International customer service experience.
• Able to thrive in a fast paced, deadline driven environment.
• Attention to detail.
• Ability to handle sensitive information with discretion and tact.
• Ability to establish rapport and gain the trust of others; effective at gaining consensus.
• Up to 5% of travel time required.
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