IT HelpDesk Specialist - American Working Hours - International

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The first important aspect to note is that the successful candidate will work American hours - therefore commencing work at 3:30pm until 12:30am.
The role will be based from home and candidates will need their own laptop and internet connection - (Internet needs to be 20MB fibre connection - cost will be paid by the client)
The role will require being on line during the working hours and providing on-line support to any clients that require IT assistance.
Provide front-line desk and queue support to clients to solve technical issues
Support wide range of client end users with varying levels of technical understanding and knowledge
Properly escalate unresolved issues to the next level of support as needed
Maintain communication with clients to ensure proper follow up on issues through to resolution
Develop and maintain relationships with customers and team members to further enhance customer experience and customer focus
Administrative tasks such as ensuring proper recording, documentation and closure of work tickets including time entries
Preserve and grow knowledge of support procedures, products and services
Recommend procedure modifications or improvements
Utilize excellent customer service skills and exceed customer expectations
Maintain company provided-tools and test equipment and ensure proper calibration and working order.

Key Skills
2 years of experience working in an MSP/CSP environment in providing support desk services
Advanced broad range technical troubleshooting and issue resolution skills and experience
Technical knowledge of the following: PC hardware, Macs, printers, scanners, computer peripherals, mobile devices, servers, Windows PC OS and Server OS, Mac OS
Knowledge of and experience with terminal server environments, networking, LAN, WAN, UTMs, VoIP systems
Ability to communicate technical information, both verbal and written, to a wide range of users
Customer-service orientation
Demonstrated success with multi-tasking and the ability to adapt to ever-changing environment while maintaining a clear focus on all priorities
Experience working in a fast-paced, friendly and team-orientated environment
Excellent oral and written communication skills
Strong organization skills and acute attention to detail
Passionate about working with people to solve problems and learn new things.