Service Desk Specialist-$27/Hr

THE ROLE:

Your mission will be to provide world-class IT customer service and support to Meraki employees. Working alongside the Meraki Global IT team, you will primarily support our internal customers at the San Francisco walk-up desk, and be an escalation point for the local and regional support team. A

RESPONSIBILITIES:

● Responsible for covering the walk-up desk to gather information and troubleshoot all issues related to hardware and software requests.

● Respond to service desk tickets and provide support for reported customer problems, software, and hardware.

● Triage and resolve support requests from internal ticketing and chat systems and escalate higher-level requests appropriately.

● Create commercial invoices and shipping labels for laptops.

● Document your solutions, build how-to guides, and maintain documentation.

● Note trending problems and work with IT leadership and IT Engineering to seek out and fix root causes.

● Collaborate with our IT Admins in San Francisco on the Help Desk team for process improvement projects related to enhancing the employee support experience.

Candidates must meet the minimum requirements outlined.

REQUIREMENTS: (“Must have” Qualifications)

● Must have fluency of communication skills in English.

● Minimum 3 years of Service Desk experience in a regional role that includes ticket queue management and laptop provisioning.

● Must have impeccable customer service skills, with a smile, especially supporting remote users over chat, ticketing, video, or screen sharing solutions.

● Solid background in Mac and PC software and hardware troubleshooting.

● Basic knowledge of audio/video troubleshooting and support.

● Ability to prioritize and address multiple tasks in a dynamic work environment.

● Excellent written and verbal communication skills.

BONUS REQUIREMENTS:

● Experience with Okta, Duo or other MFA solutions, Jira, Confluence, Slack, Google Apps, MS Office for Mac and PCs, or Zendesk.