customer support
Posted 11 hours agoTechnical Support Specialist
at ApplyBoard
Gurgaon, IndiaRemote
Responsibilities
- Manage ticket queues and escalate incidents/requests to appropriate technical teams.
- Support university students, staff, and faculty accessing university online classrooms, email, and University portal.
Requirements
- ApplyBoard simplifies the study abroad application process by connecting international students, international student advisors, and educational institutions on one personalized platform.
- The Technology Support Specialist I require a strong knowledge of incident and request management, software installation, remote and desk-side support and processes related to intake, escalation, documentation, root cause and closure of incidents/requests.
- The Technical Support Specialist I must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
- Provide first level support to university faculty, staff, and students for Windows and Mac OS environments.
- What You Bring to the Table: High school diploma or equivalent; AA/AS degree in a technical discipline a plus.
- experience working in an end-user desktop support role or computer operations environment required.
- Microsoft Office 2007 to 2016 Vista, XP, Windows 7, Windows 8, Windows 10 Windows Server 2003 and 2008 and 2012 Remote Desktop support and Mobile devices Active Directory and Exchange IT Fundamentals/CompTIA A+ or greater vendor specific certification preferred.
- Advanced printer / peripheral device troubleshooting TCP/IP, DNS and DHCP Ideally you should have: Excellent communication and customer service.
- Windows 7. 8.x, 10 Microsoft O365, MAC OS 10.x, Adobe Creative Cloud, Physical layer troubleshooting of WLAN(802.11x)/LAN, DNS, switches, gateways, TCP/IP v4 & 6.
- General distributed hardware support of peripherals: printers, scanners, webcams, etc. Multitasking in a dynamic fast paced high stress environment.
- About ApplyBoard ApplyBoard empowers students around the world to access international education.
- Ready to join us? We're grateful for your interest in joining the ApplyBoard team.
- We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses.
Additional details
- For more than a decade, ApplyBoard's team members have been dedicated to breaking down barriers to international education, while thriving at a company that invests in their career growth.
- Our six core values guide us in our mission to educate the world, and are the foundation of our company culture.
- As an organization built on diversity, our team members are representative of the students we support.
- The Opportunity: User Services provides a central source of support for all Saint Leo University customers and users of information technology resources.
- User Services is staffed by Technology Support Specialist I who provide the first line of technical assistance to our customers.
- Technical Support Specialist I will be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.
- Technical Support Specialist I will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
- This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
- What You’ll Be Doing Every Day: Provide exceptional customer service in person, via phone and email as appropriate Resolve help desk issues including troubleshooting hardware and software issues Responsible for receiving and creating Help Desk incidents/requests.
- Installs and maintains PC and printer hardware and software, performs routine maintenance and applies vendor updates to software.