一级技术支持专员
Level 1 technical support specialist
我们正在寻找一位有才华且经验丰富的L1技术支持专家加入我们的创意团队，为符合我们卓越承诺的前沿解决方案做出贡献。
要求：
- 1年以上相关岗位经验
- 熟悉MSFT Defender/MSFT XDR/MSFT Sentinel
- 有网络安全/IT背景者优先
- 英语水平高级
- 优秀的解决问题和沟通能力
- 能够在团队环境中独立工作和协作
职责：
1. 用户支持：
- 通过电话、邮件或聊天等多种沟通渠道响应用户咨询和问题。
- 提供软件应用、硬件和IT相关问题的指导。
2. 问题分类：
- 根据紧急程度和对用户生产力的影响评估和优先处理支持请求。
- 对问题进行分类，并在需要时分配给相应的支持团队。
3. 基础故障排除：
- 执行初步诊断程序以确定问题的根本原因。
- 指导用户完成基本的故障排除步骤和解决方案。
4. 密码重置：
· 处理各种系统和应用程序的密码重置和账户解锁。
5. 文档记录：
- 维护用户问题、解决方法和常见故障排除流程的准确记录。
- 创建和更新知识库文章以帮助解决问题。
6. 软件安装与更新：
- 协助用户安装和配置软件应用。
- 确保软件和应用保持最新状态。
7. 硬件支持：
· 提供基本的硬件相关问题支持，如连接问题、打印机故障等。
8. 升级处理：
- 将更复杂的问题升级到更高级别的支持层级或专业团队。
- 提供详细信息以协助高级支持解决升级的问题。
9. 远程桌面支持：
· 使用远程协助工具来排查和解决用户电脑上的问题。
10. 安全意识：
· 教育用户安全最佳实践，并协助识别和缓解安全威胁。
我们提供的福利：
- 远程工作，可在全球任何地方自由办公。
- 工作时间：美国东部时间上午9点至下午5点，以及下午5点至凌晨9点
- 具有竞争力且及时的薪资
- 职业成长和发展机会
- 在多个领域获得经验并参与令人兴奋项目的机遇
查看英文原文
We are looking for a talented and experienced L1 technical support specialist to join our creative team and contribute to the development of cutting-edge solutions that align with our commitment to excellence.
Requirements:
- 1+ years of experience on similar position
- Experience and strong knowledge of MSFT Defender/MSFT XDR/MSFT Sentinel
- Will be a plus Cybersecurity/IT Background
- Advanced English level
- Excellent problem-solving and communication skills.
- Ability to work both independently and collaboratively in a team environment.
Responsibilities:
1. User Assistance:
- Respond to user inquiries and issues via various communication channels such as phone, email, or chat.
- Provide guidance on software applications, hardware, and IT-related problems.
2. Issue Triage:
- Assess and prioritize incoming support requests based on urgency and impact on the users productivity.
- Categorize issues and assign them to appropriate support teams if needed
3. Basic Troubleshooting:
- Perform initial diagnostic procedures to identify the root cause of issues.
- Guide users through basic troubleshooting steps and solutions.
4. Password Resets:
· Handle password resets and account unlocks for various systems and applications.
5. Documentation:
- Maintain accurate records of user issues, resolutions, and common troubleshooting procedures.
- Create and update knowledge base articles to aid in issue resolution.
6. Software Installation and Updates:
- Assist users with the installation and configuration of software applications.
- Ensure that software and applications are up to date.
7. Hardware Support:
· Provide basic support for hardware-related issues such as connectivity problems, printer malfunctions, etc.
8. Escalation:
- Escalate more complex issues to higher-level support tiers or specialized teams.
- Provide detailed information to assist higher-level support in resolving escalated issues.
9. Remote Desktop Support:
· Use remote assistance tools to troubleshoot and resolve issues on users computers.
10. Security Awareness:
· Educate users on security best practices and assist in identifying and mitigating security threats.
What we offer:
- Remote job with the freedom to work from anywhere in the world.
- Work schedule: 9 AM - 5 PM EST & 5 PM - 9 AM EST
- Competitive and timely salary.
- Opportunities for professional growth and development.
- The chance to gain experience in various fields and participate in exciting projects.
- Your ideas and initiatives are always welcome and valued.
Originally posted on Himalayas