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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in managing support tickets and troubleshooting various operating systems and software. Capable of configuring email systems, maintaining hardware, and creating documentation to enhance support processes.
Highest-signal resume keywords
Ticket ManagementTroubleshooting NetworksMicrosoft Office SupportVPN InstallationKnowledge Base Creation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Level 1 SupportLevel 2 SupportOperating SystemsSoftware InstallationNetwork ConfigurationDesktop MaintenanceLaptop MaintenancePOP/Exchange Email ConfigurationIP Settings ConfigurationService Desk Tools
Tools & Technologies
Lotus NotesVPNsKCS Portal
Industry Keywords
SLA ComplianceProblem-Resolution DocumentationSupport Scripts
About the role
Key responsibilities & impact- Log and manage Level 1 and Level 2 support tickets
- Provide support for operating systems, software installation, Microsoft Office, networks, printers, and peripherals
- Perform maintenance on desktops and laptops
- Map network directories
- Configure POP/Exchange email and Lotus Notes
- Configure user profiles
- Install VPNs
- Configure IP settings
- Monitor, handle, and update tickets in the queue, preventing backlogs that could impact SLA compliance and reducing the backlog
- Create and update the knowledge base, procedures, support scripts, and problem-resolution documentation in the KCS portal
Requirements
What you’ll need- High school diploma
- Knowledge of troubleshooting networks, microcomputing, software and hardware, Service Desk tools, operating systems, and Microsoft Office
- Currently pursuing a degree in Technology or a related field is a plus
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance reviews and feedback aimed at the continuous development of our people
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy partnerships offering discounts on medications
- Childcare assistance in accordance with current policy
- Partnership with SESC, offering a variety of cultural and leisure programs
- Partnerships for language and technology studies, as well as access to a course platform
- Payroll-deducted loans at attractive rates, plus a financial education program
- Corporate University and learning pathways
- Referral program with opportunities for prizes and bonuses
- Group life insurance