WHAT YOU'LL DO
[KN1.1]
• Provide multichannel remote support, via phone, email, and messaging channels, to global colleagues
• Diagnose and resolve incidents and service requests across end-user technologies
• Log, categorize, prioritize, and manage tickets in alignment with SLA targets
• Escalate complex issues to Level 2/3 teams with clear and thorough documentation
• Communicate effectively with clients, managing expectations and providing timely updates
• Contribute to knowledge base articles and continuous service improvement initiatives
• Participate in structured shift handovers to ensure seamless global coverage
WHAT'S REQUIRED
• 2+ years of experience in a help desk, desktop support, or technical support role
• Experience providing remote support in a high-volume environment
• Strong knowledge of Microsoft Windows and Microsoft 365
• Familiarity with ITSM tools such as ServiceNow
• Understanding of Active Directory, basic networking, mobile devices, and endpoint troubleshooting
• Excellent verbal and written communication skills
• Strong documentation discipline and attention to detail
• Ability to prioritize effectively and meet service level targets
• Composure and professionalism in a fast-paced environment
• Flexibility to work in a 24/7 rotational shift model
• Commitment to the highest ethical standards
WE TAKE CARE OF OUR PEOPLE
We invest in our people, their careers, their health, and their well-being. When you work here, we provide:
• Fully-paid health care benefits
• Generous parental and family leave policies
• Volunteer opportunities
• Support for employee-led affinity groups representing women, people of color and the LGBT+ community
• Mental and physical wellness programs
• Tuition assistance
• A 401(k) savings program with an employer match and more
The annual base salary range for this role is $100,000-$135,000 (USD) , which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.
