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    Customer Support Technician - New York, United States - BrickRed Systems

    BrickRed Systems
    BrickRed Systems New York, United States

    3 weeks ago

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    Description

    We are seeking for experienced IT Support Specialist to help scale and optimize our business processes, work with users globally to improve productivity, and provide in-person service at our offices by resolving all technical issues. You will be a key member of the IT Support team and ensure the best possible user experience is being provided in every single interaction You will be able to multitask and troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for providing capabilities facilitating exceptional customer interactions through tickets, systems, AV, and other mediums of engagement.

    Core Responsibilities:-

    • Support our core platforms - user support, ticketing, procurement, and provisioning
    • Take ownership of customer issues escalations as a member of the IT support staff applying your understanding of systems within multiple applications in our tech stack
    • Document all processes and update current documentation for the established process
    • Complete and document assigned project work and provide updates to ensure accuracy
    • Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation
    • Work collaboratively across IT and serve as an ambassador for the IT organization with our internal stakeholders
    • Provide the very best customer service experience when troubleshooting their support requests by applying your technical skills, problem-solving abilities, and specialised knowledge to educate our workforce
    • Maintain the asset inventory system and ensure all hardware/software allocations are logged.

    Skills Required:

    • Experience working on a high-volume ticketing system PM)
    • 2+ years of experience or related experience in administering and maintaining ITSM systems and related tools
    • Extensive experience providing high-caliber support to all levels of staff
    • Experience supporting customer IT needs within a global team supporting multiple regions and time zones
    • In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)
    • Provide other services to reduce tickets and ticket closure times
    • Work with partners to find efficiencies and implement improvements to our internal systems
    • Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune
    • Extensive experience troubleshooting AV/Conference room issues, and Office Network related

    About Brickred Systems:

    Brickred Systems is a global leader in next-generation technology, consulting, and business process service companies. We enable clients to navigate their digital transformation. Brickred Systems delivers a range of consulting services to our clients across multiple industries around the world. Our practices employ highly skilled and experienced individuals with a client-centric passion for innovation and delivery excellence.

    With ISO 27001 and ISO 9001 certification and over a decade of experience in managing the systems and workings of global enterprises, we harness the power of cognitive computing hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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