Technical Support Agent - Level 1.5
17 hours ago
Description
• Serve as the initial point of contact for end-user technical support requests via phone, email, chat or ticketing system. • Diagnose and troubleshoot issues on Strive PAM and customer facing applications. • Provide guidance and assistance to end-users on IT-related inquiries, including system configurations. • Escalate unresolved issues to Level 2 support or other IT teams, ensuring timely resolution and effective communication with end-users. • Document and track support tickets, resolutions, and troubleshooting steps in the IT service management system. • Assist with user account management tasks, including account provisioning, permissions management, and access control. • Collaborate with system administrators and network engineers to perform routine maintenance tasks, software updates, and system upgrades. • Contribute to the development and maintenance of IT documentation, knowledge base articles, and standard operating procedures. • Participate in IT projects and initiatives, such as system migrations, hardware deployments, and software rollouts. • Stay informed about emerging technologies, industry trends, and best practices in IT support and service delivery.
Requirements
• Experience in payment processing, risk management, or fraud prevention, preferably in an iCasino, sportsbook, financial institution or e-commerce environment. • 1-2 years of experience in a help desk or technical support role, preferably in a corporate environment. • Strong understanding of desktop operating systems (Windows, macOS), productivity software (Microsoft Office, Google Workspace), and basic networking concepts. • Familiarity with IT service management tools (e.g., ServiceNow, Jira Service Management) and remote support tools (e.g., TeamViewer, Remote Desktop). • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. • Strong problem-solving abilities and attention to detail, with a customer-centric approach to support. • Ability to work independently and collaboratively in a dynamic team environment. • Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
Apply Now