SR Help Desk Support (Salary in USD)

Grupo Myth -

Our client was founded in 2012 with the goal of helping small-mid size companies grow by leveraging the IT capabilities previously only available to large Fortune 500 companies. They provides outsourced CIO and IT services to the small and mid-market in .

The folks at company are experts at making technology headaches a thing of the past. Imagine going to work every day with the Peace of Mind that comes from knowing your computers work, your network is secure and you have more time to focus on the things that are important to you. Plus,

  • Capital Federal, Buenos Aires - Argentina
  • Tecnología, Sistemas y Telecomunicaciones
  • No especificado
  • Full-time | Remoto
  • Senior
  • Secundario (Graduado)

a través de Hiring Room

Descripción del puesto

The number one goal of everyone in our team is to make our Clients exceptionally happy. The SR Help Desk Support plays an important role in making sure that happens.

The SR Help Desk Supporthandles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Service Desk Techniciancan get help from or escalate issues to other members in Professional Services Team.

Responsibilities:

- Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Make sure that tickets aren’t “stale” throughout the process
- Escalate tickets that require Senior Helpdesk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Help Desk Manager

Time Schedule: Monday to Friday - 9am to 6pm USA Central Time
National Hollydays are based on USA calendar (not argentinian national hollydays)


Requisitos

- Advanced English level, it´s a must!
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Strong understanding of operating systems, business applications, printing systems and network systems
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform


Beneficios

- Salary in dollars! (Cash, Bank Account, etc.)
- 100% remote
- Performance and salary review every 3 months!
- Get your birthday off 🤓
- An easy-going environment and culture (we all enjoy what we do)
- Internet and Gym voucher!
- Complete Technical Equipment sent to your home (chair, monitor, computer, headphones, keyboard, etc.)
- Paid holidays, vacations, personal days off and study days
- Career and certification plan
- A Proactive Approach to Ongoing Training to help you develop life-long skills


a través de Hiring Room