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IT Support Specialist

3 months ago

Dubai, Dubai, United Arab Emirates SimplyApply Full time

Responsibilities

Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include:

  • Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution
  • Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests
  • Interact with end users via soft phone or chat modules to resolve software and hardware issues
  • Utilize Service Now as the ticketing tool to track and escalate tickets for end users
  • Assist with onboarding of new Agents by training and allow others to shadow
  • Perform other tasks as needed and instructed by your manager

Basic Qualifications

  • High School Diploma, GED or equivalent certification
  • At least 1 year of remote help desk support experience

Preferred Qualifications

  • Associate's Degree in Computer Science, Information Systems, and Engineering
  • ITIL Certification
  • Mac Integration Basics Certificate or at least 1 year of Mac support experience
  • Windows 10 Certificate or at least 1 years of Windows OS support experience
  • At least 2 years of remote help desk support experience