Note: The job is a remote job and is open to candidates in USA. Switchfast Technologies, now part of Ascend Technologies, is seeking a Service Desk Technician who will serve as the first point of contact for customers needing IT support. The role involves providing high-quality customer service, resolving technical issues, and managing end-user incidents and requests efficiently.
Responsibilities
- Act as the first point of IT support for our customers
- Answering incoming calls, emails, and web-submissions in a customer friendly and efficient manner
- Resolve end-user incidents and requests efficiently
- Explain technical issues and terms in a way our clients can understand
- Providing high-end, customer focused service that our clients expect
- Service Desk position may have on-call responsibilities and an occasional weekend/holiday work requirement on a rotational basis. (Any Holidays worked are paid 2x the hourly salary)
- Other responsibilities as assigned by management
Skills
- Strong technical aptitude with Level 1 experience supporting and resolving end user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, Active Directory, firewalls/switches, Onboarding/Offboarding Requests, and other infrastructure requirements
- One year of experience in a technical position
- Top performers in customer service positions: answering support calls, emails and following up with clients
- Consistently exceeded customer expectations by providing exemplary service
- Service Desk or customer support experience preferred
Benefits
- Health, dental, and vision insurance
- Retirement savings options
- Flexible time off (FTO)
- Professional development opportunities
- Any Holidays worked are paid 2x the hourly salary
Company Overview
Switchfast Technologies was acquired by Ascend Technologies in May 2021. It was founded in 2001, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is http://www.switchfast.com.