Overview
it help desk analyst will report to the service delivery manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all pc, mac-related, office 365, network issues with a goal of first contact resolution.
responsibilities
* provide first and second level technical support through phone and email
* support windows and mac desktop and laptop computers
* resolve general access and connectivity issues
* troubleshoot desktop application issues
* perform basic administration of user accounts and groups
* take ownership of trouble tickets, work the issue to resolution and follow up as needed
* record detailed information into the service desk ticketing system
* support mobile devices such as iphones and android phones
* occasionally act as a liaison between partners/clients and the noc team in india
qualifications
* 2+ years of experience in a service or help desk/inbound support center environment
* experience with windows and apple operating systems
* office 365 mail and email clients (microsoft outlook)
* proficient in active directory
* knowledge of networking basics and vpn basics
* excellent communication skills (written and verbal) and customer service skills
* college or technical institute degree in information technology or related discipline
* comptia network+/security+/a+, or ms365 role-based certifications are a plus
* customer service experience, especially with inbound phone contact
about flexis
flexis is a global provider of outsourced service desk, noc and soc solutions to clients in us and canada. Our network operations center is staffed 24/7/365 by technology experts who monitor, troubleshoot and remediate problems on managed devices. Flexis also provides 24x7 soc as a service to secure it environments with end-to-end security monitoring, threat detection, and incident response.
job details
job type: full-time
experience: it help desk 2 years (required); office 365 1 year (required)
language: english fluently (required)
work location: remote
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