Diverse Lynx
Responsibilities:
• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
• Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF.
• Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
• sset management and tracking using ServiceNow (SNOW) for accurate inventory control.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge bases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of KB Articles
• Maintain good relationships with clients
Technical Experience: • Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs. • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role • Hands-on experience with Windows/Linux/Mac OS environments • Good understanding of computer systems, mobile devices and other tech products • Excellent problem-solving and communication skills • bility to provide step-by-step technical help, both written and verbal • Familiarity with ITSM tools like ServiceNow, JIRA for ticket management.
Professional Attributes: • Excellent customer service skills and the ability to communicate effectively with non-technical users. • Self-starter with the ability to work independently and efficiently. • Physical ability to manage IT equipment installations and movements. • daptable and flexible to meet varying work schedules and environments.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Technical Experience: • Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs. • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role • Hands-on experience with Windows/Linux/Mac OS environments • Good understanding of computer systems, mobile devices and other tech products • Excellent problem-solving and communication skills • bility to provide step-by-step technical help, both written and verbal • Familiarity with ITSM tools like ServiceNow, JIRA for ticket management.
Professional Attributes: • Excellent customer service skills and the ability to communicate effectively with non-technical users. • Self-starter with the ability to work independently and efficiently. • Physical ability to manage IT equipment installations and movements. • daptable and flexible to meet varying work schedules and environments.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.