Overview

IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.

Responsibilities

- Provide first and second level technical support through phone and email
- Support Windows and MAC desktop and laptop computers
- Resolve general access and connectivity issues
- Troubleshoot desktop application issues
- Perform basic administration of user accounts and groups
- Take ownership of trouble tickets, work the issue to resolution and follow up as needed
- Record detailed information into the Service Desk ticketing system
- Support mobile devices such as iPhones and Android phones
- Occasionally act as a liaison between Partners/Clients and the NOC team in India

Qualifications

- 2+ years of experience in a Service or Help Desk/Inbound Support Center environment
- Experience with Windows and Apple operating systems
- Office 365 Mail and Email clients (Microsoft Outlook)
- Proficient in Active Directory




- Knowledge of networking basics and VPN basics
- Excellent communication skills (written and verbal) and customer service skills
- College or Technical Institute degree in Information Technology or related discipline
- CompTIA Network+/Security+/A+, or MS365 role-based certifications are a plus
- Customer service experience, especially with inbound phone contact

About Flexis

Flexis is a integral provider of outsourced Service Desk, NOC and SOC Solutions to clients in US and Canada. Our Network Operations Center is staffed 24/7/365 by technology experts who monitor, troubleshoot and remediate problems on managed devices. Flexis also provides 24x7 SOC as a Service to secure IT environments with end-to-end security monitoring, threat detection, and incident response.

Job Details

Job Type: Full-time
Experience: IT Help Desk 2 years (Required); Office 365 1 year (Required)
Language: English Fluently (Required)
Work Location: Remote

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📌 IT Helpdesk (México)
🏢 Flexis IT
📍 México