End User Support Associate

Job Summary

Participate in collaborating with the other IT teams in department-wide projects. Follow team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Ensure all the team's tickets are handled within the established SLAs.

• Complete detailed information on requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Act as the escalation for all computer and system-related concerns from clients or other employees that cannot be resolved by the Service Desk
• Organize and file documentation about warranties and instructional guides for computer hardware
• Maintain a working log detailing all required system updates, as well as the date of completion
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
• Resolve technical issues related to network interruptions
• Install and configure computer systems and applications within the company

• 0-1 year of relevant functional experience in similar roles
• Exceptional customer-facing skills
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs
• Accept constructive criticism and customer feedback regarding their experience with software or IT services
• Good experience working with different operating systems including Windows and Mac OS
• Ability to prioritize and manage several milestones and projects efficiently
  
  Professional written and interpersonal skills are essential when communicating with customers and clients
• Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese, etc.)