GlobalXperts

Runs cloud networks and builds business software

Level 1 & 2 Help Desk Support Technician

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeSan Diego, CA, USANo salary listedIn-person

About the Job

Requirements

The role requires 1–3 years of experience in Level 1 and 2 support, preferably not more than 4–5 years.
A high school diploma is required; college is preferred.
Knowledge of Windows operating systems, Microsoft Office applications, and Microsoft Outlook/Exchange is required, along with extensive Internet Explorer troubleshooting experience.
A general understanding of LAN/WAN, printer configurations, Windows user environments, and troubleshooting desktops, laptops, and peripherals is required.
Either work experience in a technical support role or a technical degree is required.
Previous customer service experience is a plus.
The role requires interpersonal and communication skills, ability to multitask, and a positive attitude.

Responsibilities

Provide 80–90% of support over the phone and approximately 10–20% desk-side support.
Support more than 600 users, primarily in the United States, with some users in South America, Germany, and the United Kingdom.
Work within established processes and structures and collaborate with the team to manage 15–20 calls per day and the inbox.
Handle common issues such as password resets and email questions, including setting up archives and resolving inbox size constraints.
Address virus issues and Cisco VPN issues; prior Cisco VPN experience is not required.
Create a training manual if needed.
Create tickets as issues arise and escalate them when necessary.

Desired Qualifications

Previous customer service experience.

Job Description

Level 1 & 2 Helpdesk Support Technician

80-90% over the phone and around 10-20% desk side support

Supporting over 600 users primarily in US, however there are some in South America, Germany, and UK

Position is for someone with 1-3 years’ experience (preferably not someone with more than 4-5) within Level 1 and 2 support area - supporting Windows 7 and Microsoft Office 2010

Daily Basis Responsibilities:

Work within process/structure
Work within team to manage 15-20 calls per days along with managing the INBOX with other team members
Most issues are "password resets / Email Questions like "how do I set up an archive" or "how do I deal with size constraints for my inbox"
Dealing with Viruses
VPN issues (they use Cisco VPN, but do not need experience with that)
May help with creating training manual at some point
Creating tickets as issues arise and elevating if necessary
Understand and not be afraid to ask for help when necessary

Qualifications

High school diploma required. College preferred.
Knowledge in Windows OS, , MS Office application, and MS Outlook/Exchange, extensive troubleshooting in Internet Explorer
General understanding of LAN/WAN, printer configurations, Windows user environments and troubleshooting desktops, laptops, and peripherals
Strong interpersonal and communication skills
Either working experience in a technical support role or a technical degree
Previous customer service experience a plus
Team player
Ability to multitask
Positive attitude

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

GlobalXperts

Runs cloud networks and builds business software

GlobalXperts plans, builds and runs business cloud systems and networks, combining technology consulting with custom software and ongoing IT support. It develops web and mobile applications and manages infrastructure on AWS, Microsoft Azure and Google Cloud, while field teams install and repair equipment at customer sites. Businesses choose managed service plans covering help desks, patching and backups, and pay for software projects through fixed-price or time-based contracts. Its security services include threat monitoring and protection for enterprise systems, alongside cloud migration and recovery planning. GlobalXperts was founded in 2005 and is headquartered in Raleigh, North Carolina.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Raleigh, NC
Founded: 2005

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