[Hiring] Enterprise Service Desk Support Specialist @ScalableOS

Role Description

As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as:

• Hardware and software troubleshooting
• Account management
• Password resets

You will provide prompt and courteous assistance via phone, email, and chat. Additionally, you will:

• Utilize and contribute to the internal knowledge base to resolve common issues efficiently
• Escalate complex issues to higher-level support when necessary
• Actively participate in team training and development initiatives
• Contribute to providing a “white glove” customer experience

Qualifications

• 2+ years of service desk experience in an MSP environment
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Excellent problem-solving and analytical skills
• Customer-centric approach with a focus on service excellence
• Ability to work effectively under pressure and manage multiple priorities
• Continuous improvement mindset
• Incident and request management experience
• Must be a team player and collaborative
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365
• MAC OS knowledge would be a plus, but not a hard requirement
• Familiarity with IT Service Management concepts, practices, and procedures
• Strong ITIL knowledge or certification preferred
• Technical Certifications: CompTIA, A+, MSCE are a plus
• Experience using ServiceNow ticketing system is preferred
• Experience using remote assistance tools
• Excellent time management skills
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Native-level Spanish skills is a plus

Requirements

• Should be willing to accept a long-term work-from-home arrangement
• Should be amenable to a permanent night shift schedule