Xtium
Enterprise Service Desk Support Specialist
US Remote, USA
Sponsorship not specifiedDetected 2 days ago
AzureAccount ManagementCustomer SupportVPNLeadershipCommunicationProblem SolvingTime ManagementCompTIA
About the role
- This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat.
- Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a "white glove" customer experience.
- The shift timing for this position will be 12:00am EST - 9:00am EST.
Responsibilities
- Provide customer end user technical support via phone, email, chat, and self-service portals
- Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
- Escalate complex issues to higher-level support teams when necessary
- Drive customer satisfaction through proactive communication and first call resolution
- shift in a 24/7 support environment
Requirements
- 2+ years of service desk experience in an MSP environment
- Must be a team player and collaborative.
- A bachelor's degree or equivalent in Computer Science, Information Systems, or related field
- Customer-centric approach with a focus on service excellence
- Ability to work effectively under pressure and manage multiple priorities
- Continuous improvement mindset
- Incident and request management experience
- Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.
- Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred
Nice to have
- Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.
- MAC OS knowledge would be a plus, but not a hard requirement.
- Familiarity with IT Service Management concepts, practices, and procedures.
- Strong ITIL knowledge or certification preferred
- Technical Certifications: CompTIA, A+, MSCE are a plus
- Experience using ServiceNow ticketing system is preferred
Skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Excellent problem-solving and analytical skills
Compensation
- The salary range for this position is $20/hr - $24/hr.
Benefits
- We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off.
Company info
- XTIUM's 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support.
- We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering.
- We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.
- The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement.
- We are all about embracing challenges, keeping the lines of communication open and working together.
- We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers.
- Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
- At XTIUM, we don't just build IT solutions-we build careers.
- Our culture is designed to empower individuals to achieve their best while making a real impact.
Equal opportunity
- XTIUM is an equal opportunity employer.
This listing is sourced directly from Xtium's careers page and normalized into a canonical job model.