Job Description
Overview
A service-orientated, customer focused role, providing a single point of contact for problem resolution and service requests for the enterprise.
Areas of responsibility include providing first level hardware and software support to customers via telephone, email and chat, service desk ticket management, basic troubleshooting, problem recognition, research, isolation and resolution, end-user training, process documentation, ticket escalation and limited remote software installation.
Working hours will be aligned to Arabia Standard Time time to support our Middle East and Europe based customers.
Responsibilities
This position description is subject to change at any time as needed to meet the requirements of the program or company
Serves as a single point of contact for technology problem management and resolution, assisting customers via telephone, e-mail and chat.
Creates, monitors, maintains, actions, tracks and escalates service desk tickets in the ITSM system.
Performs remote troubleshooting and provides basic tier 1 break/fix support.
Performs password resets and assists with identity-based problems.
Qualifications
Education / Certifications:
College degree or equivalent experience, technical degree beneficial.
One of the following certifications desired; CompTIA A+, CompTIA Network+ or CompTIA Security+ required. Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, HDI-CSR, MCSA Windows 10.
Experience:
One (1+) years of service desk and end-point support experience. Direct experience with supporting Microsoft Windows and Office 365 technologies.
Skills & Technology Used:
Excellent communication skills, capable of effectively communicating technical information in English, both written and verbal.
Outstanding customer service skills
Knowledge of Windows 10 and Microsoft Office 365
Strong problem solving and troubleshooting skills
Organized, detail orientated and self-motivated.
The ability to research and understand technical documentation.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
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