L1 IT Support Technician (Remote, Contract)

at  INFUSE

OUR HIRING PROCESS:

• We will review your application against our job requirements. We do not employ machine learning technologies during this phase as we believe every human deserves attention from another human. We do not think machines can evaluate your application quite like our seasoned recruiting professionals—every person is unique. We promise to give your candidacy a fair and detailed assessment.
• We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
• At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
• From there on, it’s decision time! If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.
  We are seeking an enthusiastic and skilled L1 IT Support Technician to be a vital part of our dynamic team. If you excel at providing top-notch technical support and enjoy collaborating with diverse teams to enhance user experience, we want to hear from you!

QUALIFICATIONS:

• Minimum 2-3 years of experience in remote IT support or a similar role.
• Proficient in the administration of Windows 10/11 and macOS environments.
• Strong experience in managing Microsoft (Office) 365 services and Google Workspace.
• Hands-on experience with Entra ID (former Azure Active Directory).
• Familiarity with the ITIL framework and a foundational understanding of networking concepts.
• Experience with Mobile Device Management (MDM) solutions is a plus.
• Knowledge of modern AI tools like ChatGPT is a plus.

• Provide prompt and effective Level 1 technical support to users, addressing their queries and technical issues with professionalism and empathy.
• Efficiently log, dispatch, track, escalate, and follow up on support tickets to ensure timely resolution.
• Maintain a high level of user satisfaction by delivering exceptional service and support.
• Collaborate closely with various teams and departments to coordinate common tasks and improve IT Support service delivery.
• Contribute to the knowledge base and documentation, ensuring resources are in place, accurate and up-to-date.
• Undertake additional responsibilities as assigned to enhance the team’s performance and user experience.