EUC Tier 1 Support Technician

About the role

The End-User Computing (EUC) team needs a Tier 1 support technician who takes initial technical support calls, emails and tickets, troubleshoots and manages relatively simple hardware, software or network problems, and escalates more difficult ones. The role is onsite, reports to the Senior Manager of EUC, and requires intermediate-to-advanced spoken English (B2+); applications must be submitted with a resume in English.

Key responsibilities

• Triage, consult and resolve most user support issues, escalating complex problems
• Manage user accounts and support all network laptops and computers
• Assist in setting up, maintaining and repairing PC hardware, including equipment distribution
• Answer issues via the ticketing system within department SLAs and other communication channels
• Walk users through problem-solving processes and advise on workflow best practices for remote employees
• Create and maintain knowledge base content, handle special projects, customer communications and product/tooling integration and validation
• Occasional travel may be needed for initial training and site builds

Required profile

• 1-3 years of customer service experience
• 1-3 years of software support or SaaS experience
• Strong communication and interpersonal skills, adaptability and stress tolerance
• Ability to explain technical concepts clearly to a varied audience
• Experience working remotely or with distributed teams is a plus

Required skills

• Help desk tools and technology troubleshooting
• All Microsoft Office tools
• Data gathering and analysis