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IT Support Specialist

2 months ago


Dubai, Dubai, United Arab Emirates SimplyApply Full time

Job Summary

SimplyApply is seeking a highly skilled and customer-focused Technical Support Associate to join our team. As a Technical Support Associate, you will be responsible for providing exceptional technical support to our internal customers, resolving issues efficiently, and ensuring a high level of customer satisfaction.

Key Responsibilities

  • 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 allowing 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, or Engineering.
  • ITIL Certification.
  • Mac Integration Basics Certificate or at least 1 year of Mac support experience.
  • Windows 10 Certificate or at least 1 year of Windows OS support experience.
  • At least 2 years of remote help desk support experience.