The Role
Provide technical support for escalated tickets, troubleshoot desktop application issues, and collaborate with vendors for resolution.
Summary Generated by Built In
- Response to tickets escalated from Tier 1
- Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
- Provide friendly, professional support via phone, email, and on-site.
- Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
- Collaborate with vendors to resolve issues as necessary
- Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
Requirements
- EXCELLENT English communications skills
- Must have a BPO experience
- Amenable in working on-site
- Willing to work on a shifting schedule
- 2+ years of experience in an IT Help Desk role
- Experience in Office 365 and Active Directory Services
- Working knowledge of Windows 7 and 10 and Microsoft Office suite
- Basic understanding of Networking
- Remote access technologies (VPN terminal services, published apps, etc.)
- Preferred experience working with ServiceNow, Salesforce, and VMware
- Ability to assist others with complex issues in a professional manner
- Ability to manage and prioritize incidents, requests, and tasks
- Strong problem analysis and problem-solving skills
- Excellent written and verbal communication skills
- Resourceful, well organized, highly dependable, efficient and detail-oriented
Skills Required
- 2+ years of experience in an IT Help Desk role
- Experience in Office 365 and Active Directory Services
- Working knowledge of Windows 7 and 10 and Microsoft Office suite
- Basic understanding of Networking
- Ability to assist others with complex issues in a professional manner
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The Company
What We Do
OP360 is a US-headquartered BPO provider offering intelligent customer experience and outsourcing solutions. They partner with ambitious global brands to make scaling easy, specializing in customer support, back-office operations, and AI services across diverse industries.
