Apprenticeship - Technical Support

We are hiring a Level 1 Technical Support Specialist to provide first-line technical support to B2B clients. The role focuses on quick problem determination, troubleshooting, and delivering excellent customer service within defined SLAs. The role involves delivering Level 1 support for hardware, software, and services, troubleshooting and resolving issues related to OS, Email, Networking, O365, VMware, and collaboration tools, and managing service outages and updating status messages.

Requirements

• Deliver Level 1 support for hardware, software, and services as per contract.
• Troubleshoot and resolve issues related to OS, Email, Networking, O365, VMware, and collaboration tools.
• Handle password resets, entitlement checks, and incident logging in ticketing tools.
• Escalate issues to appropriate teams while acting as the client’s advocate.
• Manage service outages and update status messages.
• Maintain software license and hardware inventory records.
• Meet SLAs, SLOs, and KPIs with high customer satisfaction.

Benefits

• Flexible work environment
• Be Well programs (thoughtfully designed to support financial, mental, physical, and social health)