It End User Support Analyst I - Remote | Wfh

Are you passionate about providing exceptional support to end users? Do you love working with MacOS? We have an exciting opportunity for you to join our friendly and dedicated team as an IT End User Support Analyst.
About The Role
As an IT End User Support Analyst, you will be an integral part of our team, ensuring that our end users receive the best technical assistance and support. You'll have the chance to work with cutting-edge technologies and contribute to the success of our clients and millions of people who rely on our services.
Key Responsibilities
Ticket Management: Receive and log incoming calls, emails, and other forms of communication from end users seeking technical assistance, ensuring all relevant information is captured in our ticketing system.
Troubleshooting and Issue Resolution: Identify, diagnose, and resolve basic technical issues reported by end users, following established procedures and known solutions. This includes hardware, software, network connectivity, and system configuration problems.
Knowledge Base Management: Maintain accurate records of reported issues and their resolutions in our ticketing system. Contribute to our knowledge base by adding new solutions, troubleshooting steps, and frequently asked questions to enhance self-service options for end users.
Collaboration and Escalation: Collaborate with our Tier 2 support team when issues require advanced technical expertise or further investigation.
Customer Service Excellence: Provide courteous, professional, and timely communication to end users, ensuring a positive customer experience. Simplify technical concepts and instructions 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, adhering to established security protocols.
Qualifications
Excellent English proficiency, both verbal and written.
Demonstrated customer service experience.
Minimum of 2 years of IT experience providing end user support.
Basic knowledge of Active Directory.
Ability to multitask and troubleshoot technical issues over the phone.
Familiarity with MacOS and JAMF is a plus.
Why Join Us
At our company, we believe in embracing diversity and valuing individuality. We provide a supportive culture where you can bring your authentic self to work every day. We prioritize your personal and professional growth and offer exciting career advancement opportunities within our global footprint.
Benefits And Perks
Tailored health and welfare benefits for you and your family from day one.
Retirement savings support to secure your future.
Attractive paid time off packages to enjoy a healthy work-life balance.
Award-winning culture that celebrates diversity and inclusivity.
Remote work options to enjoy the convenience of working from home.
Join Our Team
We are one team with a unified mission. Your success is integral to our success. Together, we can make a difference for our clients, communities, and the millions of people we support.
When you join us, you become part of a company that is shaping the future. With opportunities for growth and a team that will challenge and inspire you, we're excited to see you thrive.
Employment Type: Full-Time
Salary: $ 58,000.00 Per Year