Tier Technical Support

Responsibilities

• Provide first-level technical support for end-user desktops, laptops, handheld devices, and network peripherals.
• Deliver phone-based customer service and technical assistance in a high-volume service desk environment.
• Troubleshoot standard enterprise software including Microsoft Office 365, Adobe, line-of-business, and proprietary applications.
• Accurately document all customer interactions in the ticketing system.
• Escalate and route unresolved requests to appropriate secondary technical teams.

Preferred Qualifications

Experience

• 1+ years of enterprise help desk/service desk experience supporting corporate PC/network clients, network printing, and high-volume phone queues.

Technical Knowledge

• Windows 10.
• VDI environments.
• Microsoft Office 365.
• Mobile devices.
• Enterprise ticketing software.

Systems Administration

• Basic understanding of Active Directory tools, group policies, and user account management.

Industry Background

• Prior experience in large enterprise environments (healthcare, financial, or tech institutions strongly preferred).

Soft Skills

• Outstanding communication and phone-based customer service skills.