Job Description
Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications. Providing IT support to native English and French speakers, ensuring service quality in accordance with ITIL guidelines. Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues. Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention. Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests. Escalating as it fits the situation to Tier II agents or as per Tier I lead´s instructions.
About J.S. Held
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk.