Microsoft Technical Support Representative – Tier 1

About the Company:
- The client is a US based health care provider. You will be providing Tier 1 IT support for mobile home care workers and nurses who provide in-home health care support.
Role Summary:
- Your role will be to provide Tier 1 phone and email based technical support to mobile health care workers. You will need a solid understanding of Microsoft 365 and
desktop along with great communication and problem-solving skills and a desire to help people. Typical calls will involve connectivity issues, password resets in Active
Directory, PC issues etc.You will be supported by our quality assurance team, domain experts and training and development department and you will have a comprehensive
induction and training program to ensure you help you deliver extraordinary customer service.
Core Duties and Responsibilities
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing the necessary components.
• Supporting the roll-out of new applications and updates.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies as requested.
Job Qualifications:
Microsoft Certified Systems Engineer (MCSE) certification. preferred.
Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows, Mac OS X is a plus.
Experience with remote desktop applications and help desk software.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication.
Key Skills and Competencies:
- Previous Customer service experience
- Excellent oral and written communication skills
- Comfortable with technology
- Analytical and organizational skills
- Strong problem-solving skills
- Team-player and adaptable
- Schedule flexibility
- Energetic and ability to work independently and/or within the team
- Attention to details
- Strong computer literacy, typing skills of 30 wpm
Work Environment:
Full training of 1-2 weeks will be provided. Must be available to work flexible hours including holidays.
If you are a motivated self-starter, able to work in a fast-paced environment and looking to grow within the company – then we want to hear from you!