Tier 1 Help Desk

Description

Summary: This role involves providing technical support and resolving client incidents, focusing on first-call resolution and efficient escalation according to SLAs, across various communication channels. Highlights: 1. Provide technical support and resolve client incidents in Mexico and US 2. Support focused on first call resolution (preferably) 3. Escalate incidents quickly and efficiently according to SLAs **What would you do:** Provide technical support and resolve incidents reported by our clients in Mexico and the US. Follow up on tickets assigned through Zendesk (ticketing system). Support can take various forms, including phone conversations, email messages, and in\-person interaction. Support focused on "first call" resolution (preferably). Escalate incidents quickly and efficiently according to SLAs. Create Active Directory accounts. Support with virtual machines hosted on Horizon. Provide proactive maintenance on clients' workstations as instructed. **Requirements:** Previous experience in a similar position Management of Active Directory Administration of File Servers Basic knowledge of Virtual Machines (Thin clients) Licensing Adobe, Office365, etc. Basic firewall management Management of Office 365 / Exchange server Basic knowledge of Telephony Knowledge of tools to detect problems with workstations Basic knowledge of anti\-spam Basic knowledge in Virtualization (VMware / HyperV) Handling of TCP/IP and PCoIP protocols Basic knowledge in Terminal Server management (RDS Servers) Knowledge of ticket systems SLAs Management of Print Servers Knowledge in 2FA Basic knowledge of group policy management Familiarity with Google Workspace **Needed:** Customer Service knowledge English: C1 Sueldo: $18,000\.00 \- $23,000\.00 al mes Beneficios: * Aumentos salariales * Estacionamiento de la empresa Lugar de trabajo: Empleo presencial