Remote IT Technical Support – Upwork , 2023-06-24 19:42:21 , All jobs | upwork.com , https://www.upwork.com/jobs/Remote-Technical-Support_~019c3eb9990214efb1?source=rss, , #Remote #Technical #Support #Upwork
rephrase this content to 200 words Hi everyone,
Our organization, Solmax, is looking to hire a highly motivated Remote IT Technical Support to join our IT Support team. Our organization is in the manufacturing space and operates on a global level with manufacturing plants around the world.
This is a bit of a rundown of our support model:
We're focused only on our employees as we've grown in the last 2 years from 450 employees to over 2,000 global employees. Most of our support is done within our ticketing system; we currently use ServiceDesk Plus. We also reach out to end users via Microsoft Teams, Emails, and Phone calls. We currently use Beyond Trust to remotely connect to users' computers to provide support when needed. We often work with Microsoft 365 products as we utilize their catalog extensively; Outlook, Word, Excel, PowerPoint, OneNote, Teams, SharePoint, OneDrive, etc. are all commonly used tools.
We also have on-site technicians for the majority of our plants; we operate in North America (Canada/US), Europe (France, Germany, Austria, The Netherlands, Egypt), and Asia (Thailand, Malaysia, China). They are typically escalation points for the remote support team when a support ticket requires someone to interact with something physically or requires a more specialized skillset.
Responsibilities
Resolve IT support issues remotely and perform end-user device break/fix activities through remote desktop take-over; provided, that, the remote take-over is approved by the Authorized User.
• Examples of end-user issues to be addressed by this position.
o Software/Application installation and some configuration
o Managing company cloud subscriptions, licenses, groups, and/or user properties.
o User onboarding and offboarding.
o Account concerns -password reset, account locked, unable to access, etc.
• Day-to-day troubleshooting tasks, as necessary:
o Printer/Printing related
o OS and Applications (including Microsoft Office)
o Basic internet and/or network connectivity
• Work within the company ticketing system
• Stay within Service Level Agreements (SLA) for all ticketed requests
• Incident Triage and Escalation
• Customer-oriented & works well in a team setting
• Proactive mentality to help reduce incidents/calls
• Asset tracking and reporting. Keeping all hardware data fresh and up to date.
• Manage internal & cloud services, as it pertains to user access/removal.
• Assisting in resolving security issues affecting a large number of machines or users.
• Assisting with projects from other IT teams.
Qualifications
The Support Technician should have some knowledge in the following areas:
• Previous Service Desk experience
• Working within an IT ticketing system
• Using remote support tools
• Microsoft Windows workstation and server
• On-Prem Active Directory and Azure AD.
• Office 365 Admin
• Microsoft Office Suite
• Anti-Virus Software
• One Drive / Teams / SharePoint / Cloud Storage
• Common third-party software – Adobe, AutoCAD, etc.
• Experience with security platforms or consoles is a bonus – ie; Sophos, Crowdstrike, etc.
• Proactive
• Sense of urgency
• Management skills
Bonus Qualifications:
• Experience with BeyondTrust Remote Support, Sophos, Adaxes
• Experience using ITIL Service Desk or ITIL certification.
Please, before starting with your proposal, mention your favorite food or drink to show that you read this post in full.
Hourly Range: $8.00-$10.00
Posted On: June 24, 2023 13:42 UTC
Category: IT Support
Skills:Helpdesk, IT Support, Remote Connection Support, Business Application Maintenance, Microsoft Windows, Technical Support, Microsoft Active Directory, Ticketing System, Troubleshooting, System Configuration
Skills: Helpdesk, IT Support, Remote Connection Support, Business Application Maintenance, Microsoft Windows, Technical Support, Microsoft Active Directory, Ticketing System, Troubleshooting, System Configuration
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