Home Office - Technical Support

For UK / USA customers. Night Shift (12am-9am)NO SERVICE DESK or HELP DESK - 100% BillingualTroubleshooting hardware issues, submitting warranty claims, coordinating parts replacement with vendors, virtual repairing PC devices, working Level 1-3 issues, coordinating directly with National Grid support teams and keeping the customer informed of status until the issue is resolved.- **Level 3 Technical skills**:- Excellent customer service and telephone communication skills.- **Experience in using Active Directory**, making technical config. changes on backend systems without disruption.- Experience in using IT systems and relevant software to raise (when needed) and manage any kind of tickets- **Level 3** analytical skills to identify trends in issues reported and identify areas for improvements.- **Knowledge of ITIL** governance and control processes and procedures- Flexible, adaptable to cover multiple issues in a single and able to learn new concepts quickly- Language(s): Strong English o Core tools that will be utilized:- Win7/Win10- Citrix- Horizon- ServiceNow (National Grid)- Genesys- Remote access (to be replaced with in-flight implementation of a new remote access tools)- MS Teams- RDPTipo de puesto: Tiempo completoSalario: $30,000.00 - $35,000.00 al mesBeneficios:- Caja de ahorro- Vales de despensa- Vales de restauranteTipo de jornada:- Nocturno- Turno de 10 horas