What You'll Do:
- Provide remote IT support across locations and time zones.
- Troubleshoot issues with Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN, Wi-Fi, browsers, and business applications.
- Communicate clearly with users: set expectations, provide updates, and follow through until resolution or escalation.
Ticket Ownership:
- Own the full ticket lifecycle - log, categorize, prioritize, troubleshoot, resolve, escalate, follow up, and close with clear notes.
- Escalate to L2/L3, infrastructure, security, or application teams when outside L1 scope.
- Write reusable notes to support pattern analysis and improvement.
Documentation and Knowledge Base:
- Create and maintain internal IT documentation, guides, and KB articles.
- Document recurring issues, known fixes, and support procedures.
- Keep documentation current as tools and processes evolve.
INFUSE
INFUSE is committed to complying with applicable data privacy and security laws and regulations. They aim to give every candidate a fair and detailed assessment.