RequirementsDemonstrate English proficiency, both verbally and written.Possess customer service experience.2+ years of IT experience providing End User support.Demonstrate basic Active Directory knowledge.Able to multitask and troubleshoot technical issues over the phone.Possess knowledge of MacOS.Possess Knowledge of JAMF.ResponsibilitiesReceiving and Logging Tickets: Receive incoming calls, emails, or other forms of communication from end-users seeking technical assistance and log all relevant information in a ticketing system.Troubleshooting and Issue Resolution: Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures, and known solutions. This may include problems related to hardware, software, network connectivity, or system configurations.Documentation and Knowledge Base: Maintain accurate records of each reported issue and its resolution in the ticketing system. Update the knowledge base with new solutions, troubleshooting steps, and frequently asked questions to facilitate self-service options for end-users.Escalation and Collaboration: Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.Customer Service and Communication: Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience. Clearly explain technical concepts and steps in non-technical terms, offering guidance and reassurance.Account and Access Management: Assist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.Note: This candidate will be working a 5-day week; however, on a rotating schedule (Monday-Friday, Tuesday-Saturday, Sunday-Thursday).#J-18808-Ljbffr