IT Support Specialist

Job Description

• Provide first call resolution or facilitate resolution to Home Agent issues by engaging the appropriate parties.
• Troubleshoot issues related to Citrix and/or VPN sessions on Windows & Macintosh Platform. 
• Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate, and resolution is achieved within the documented service levels.
• Communicate technical and procedural production issues between company employees at all levels utilizing ticketing, email, instant messaging, and phone.
• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
• Collect and consolidate required information from reporting parties into ticketing system.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.
• College degree or technical training is must.
• Should have at least 1 Year of Technical Support Experience at any capacity. 
• Proficient with Microsoft Office tools.
• Should have knowledge about Windows & Macintosh Operating System.
• Should have knowledge about Citrix & VPN technologies.
• Should have both an interest in the IT industry and technical aptitude.
• Must have exceptional verbal and customer service skills.
• Must have excellent writing skills.
• Must have the ability to multi-task and prioritize.
• Must be able to perform duties with minimal supervision.
• Experience with Teleperformance is preferred.
• Experience on Active Directory and/or Citrix is preferred.