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Helpdesk Technician (INTL)

Responsibilities:

• Ensure the highest levels of customer service in a collaborative environment with a keen

focus on helping people resolve issues and problems as the first point of contact at the

Helpdesk

• Troubleshoot, or escalate issues as appropriate, in a timely manner while

communicating clearly and proactively throughout the customer's experience until

resolved

• Provide support for desktop and mobile devices as well as application system

environments locally at the Helpdesk or remotely if needed

• Utilize excellent customer service skills and ensure proper recording, documentation

and closure of trouble tickets as you grow your knowledge of Helpdesk procedures,

products, and services

• Observe and comply with Facebook's policies and procedures in compliance with

organizational aims and objectives

• Work proficiently with minimal daily guidance

• Respond to open Task notifications in backlog and accurately triage and escalate

employee requests to second-level support when necessary

• Consistently communicates and follows up with customers to ensure that inquiries are

resolved within agreed upon time frames

• Strengthens knowledge of the macOS, Windows 10, Linux, and networking

Fundamentals

Skills

Day-to-Day

• Sets the standard for attendance and punctuality on our team

• Arrives each day fully prepared to tackle job responsibilities

• Views reliability as a crucial competency

• Demonstrates a greater willingness to perform shift work and overtime as business

needs mandate

• Recognises, researches, isolates, and recommend resolution procedures more

confidently as time in role progresses

 

Expectations

• Determine proper escalation path for non-resolvable first level issues

• Interact and collaborate with Desktop Support technicians on current issues and

solutions

• Performs Helpdesk inventory audits as needed

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