Candidate should be a Any Graduate with 2+ years of experience in a related field. Must have excellent customer service skills. Ability to demonstrate empathy towards End Users and colleagues. Prompt answering of emails, phone calls, and other communications.
Required Skills
- Assessment and prioritization of work in a fast-paced environment.
- Functioning at a high level under time constraints and pressure.
- Self-motivated, detail-oriented, and organized.
- Effective communication, interpersonal, organizational, and presentation skills, oral and written.
- Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
- Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
- Highly developed and process-oriented problem-solving skills.
- Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
- Continued proactive development of O365.
- Management of a multi-tenant environment.
- In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
- Management of Active Directory accounts, groups, and permissions.
- Duo Security and other MFA applications.
- Microsoft Exchange Administration.
Key Responsibilities
- Provide white-glove technical support to our user base via phone, email, and remote login
- Support workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
- Proactively and consistently communicate with colleagues
- Accurately and promptly record all time in our ticketing system
- Proactively manage ticket queue
- Ensure all ticket notes and statuses are up to date
- Troubleshoot User issues and document all steps up through resolution
- Effectively multi-task to manage workload
- Collaborate on improvement of operational effectiveness
- Document, take ownership of, and escalate issues
- Meet individual and team KPI targets
- Maintain flexibility with respect to work schedule and responsibilities
Company Profile
American Unit, Inc. is a leading consulting and implementation service provider that helps organizations implement, upgrade and optimize their IT related technology expertise. We have our resources working all over the country, providing core competency in technology consulting services to companies ranging in size from small, mid-size to Fortune 500 apart from the Government departments. Our proven expertise makes us the ideal strategic partner for most companies in providing industry-focused consulting services.
