Description review
Level 1 technical support specialist
Hivex · United States · back to the listing
HR standards
58/100
needs work
Title ↔ description
84/100
solid
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
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What the listing never says
- 28 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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
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