Provide first-level technical support for a global cargo airline company. Troubleshoot software and hardware issues, manage ticketing system, and develop positive customer relations.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Hours:
Thursday & Friday from 7:00am EST – 4:00pm EST
Saturday & Sunday from 7:00am EST – 7:00pm EST
Must-haves
Experience in an IT support role in a Windows environment
Strong recent experience using Active Directory to reset password and create accounts
Strong experience troubleshooting O365
Understanding of troubleshooting mobile devices and/or tablets, along with desktops and laptops
Strong recent experience using a ticketing system
Understanding network fundamentals and how to troubleshoot connectivity issues
Strong communication and customer service skills
Plusses
Experience troubleshooting Exchange
Understanding of, if not experience with, what Citrix is
Experience working with Cherwell ticketing system
Experience using Bomgar
Experience using Cisco agent
Experience troubleshooting MS Teams
Experience working for an airline
Day-to-Day
A client is looking for an IT Support Technician to sit fully remote for a global cargo airline company. This person will be responsible for first level support for all incoming technical incidents and managing and documenting resolutions in the Cherwell ticketing system. They will be troubleshooting primarily software incidents, working closely with Active Directory, O365, and Citrix, while also maintaining and resolving incidents with internal airline-specific applications that will be part of the training process. They will also manage hardware repairs, as well as occasional network or connectivity support. The end-users may consist of corporate employees, as well as pilots and airline staff. Most of their shift will consist of helping end users via phone support, along with prioritizing tasks, communicating with the other technician on shift, and tracking status of repairs, replacements, and hardware delivery schedules. This person will need to have the ability to develop and maintain positive customer relations as well as having the technical skills to diagnose and resolve issues. $21-23/hr based off of experience