[Remote] Service Desk Technician
Note: The job is a remote job and is open to candidates in USA. Switchfast Technologies, now part of Ascend Technologies, is seeking a Service Desk Technician to serve as the first point of contact for customers. This role involves providing technical support and resolving end-user incidents while delivering exemplary customer service.
Responsibilities
- Act as the first point of IT support for our customers
- Answering incoming calls, emails, and web-submissions in a customer friendly and efficient manner
- Resolve end-user incidents and requests efficiently
- Explain technical issues and terms in a way our clients can understand
- Providing high-end, customer focused service that our clients expect
- Service Desk position may have on-call responsibilities and an occasional weekend/holiday work requirement on a rotational basis. (Any Holidays worked are paid 2x the hourly salary)
- Other responsibilities as assigned by management
Skills
- Strong technical aptitude with Level 1 experience supporting and resolving end-user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, Active Directory, firewalls/switches, Onboarding/Offboarding Requests, and other infrastructure requirements
- One year of experience in a technical position
- Top performers in customer service positions: answering support calls, emails and following up with clients
- Consistently exceeded customer expectations by providing exemplary service
- Service Desk or customer support experience preferred
Benefits
- Health, dental, and vision insurance
- Retirement savings options
- Flexible time off (FTO)
- Professional development opportunities
Company Overview