The Role
Provide frontline technical support via ticketing systems and help desk software. Diagnose, troubleshoot, and resolve desktop and application issues, document solutions, escalate to internal teams when needed, own customer issues through resolution, and work rotational 24/7 shifts.
Summary Generated by Built In
Support Team - Job Description
Requirements:
- Proven work experience as a Technical Support Engineer, Customer support experience, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Hands-on experience with ticketing tools and documentation tools.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with desktop applications and help desk software.
- Excellent communication skills and multitasking / ability to work based on priority.
- Ability to provide step-by-step technical help, both written and verbal.
- Taking ownership of customer issues reported and seeing problems through to resolution.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve issues.
- Following standard procedures and policies for helping / solving issues to the appropriate internal teams.
- Ability to work on rotational shifts - 24/7.
Skills Required
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with ticketing tools and documentation tools
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with desktop applications and help desk software
- Excellent communication skills and multitasking; ability to work based on priority
- Ability to provide step-by-step technical help, both written and verbal
- Taking ownership of customer issues and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve issues
- Following standard procedures and policies for escalating or resolving issues
- Ability to work on rotational shifts (24/7)
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The Company
What We Do
Photon.com has emerged as one of the world’s largest and fastest-growing Digital Agencies. We work with 40% of the Fortune 100 on their Digital initiatives and are known for our ability to integrate Strategy Consulting, Creative Design, and Technology at scale. Please visit www.photon.com to learn more about us, how we work, and our customer case studies. Digital Transformation Starts Here.
