A media & entertainment organization in New Jersey is seeking a new L1 & L2 Tech Support, providing IT support both onsite and remotely.
About the Opportunity:
- Shift: Late-night and weekends
- Schedule:
- Friday (4pm to 12am)
- Saturday & Sunday (1pm to 9pm)
- Monday & Tuesday (3pm to 11pm)
- Setting: Hybrid (rotating schedule)
Responsibilities:
- Providing support to customers via phone, chat, and in person (Onsite and TechBar)
- Diagnosing complex problems and working to resolution
- Delivering exceptional customer service
- Understanding team targets and delivering on them
- Collaborating on service improvement plans and operational projects
Qualifications:
- 2+ years of relevant IT experience
- Experience with technologies including Windows, Mac OSX, Office 365, and Active Directory
- Awareness of ITIL fundamentals
- Experience managing SLA targets and KPIs
Desired Qualifications:
- Certification in ITIL
- Familiarity with Network Troubleshooting
