We are looking for a full-time Service Desk Technician Tier 1 to provide prompt technical support through various backend platforms while meeting and exceeding client expectations. Support is primarily delivered over the phone, through a ticketing system, and via remote methods for hardware and software assistance.
Job location: Remote / Serbia
Responsibilities
- Answer incoming phone calls and manage ticket boards
- Troubleshoot and resolve computer-related issues for end users remotely and over the phone
- Proactively monitor tickets to prevent larger issues from occurring
- Monitor and respond to Priority 1 and VIP user tickets
- Manage user accounts through Microsoft Active Directory, Entra ID, and Office 365
- Set up and configure Microsoft Office products and other software applications
- Identify and troubleshoot VoIP-related issues, including extension problems, voicemail resets, and connectivity issues
- Handle customer issues in an organized manner through a ticketing system
- Communicate with coworkers to escalate tickets to Tier 2 when required
Requirements
- Customer service experience is required
- Excellent oral and written communication skills
- Ability to quickly solve problems
- Flexibility in a dynamic work environment
- Ability to multitask and complete projects according to scheduled deadlines
- Excellent knowledge of English, both written and spoken
Nice to Have
- Entry-level industry certifications are a plus
- Experience with VoIP platforms is a plus