Technical Support Specialist - IT - Remote

Overview

As a member of the ShipBob Team, you will ensure service levels, support quality, and customer satisfaction targets while being a key driver for End User Support, IT operations, and Incident management.

In Short

• Serve as the escalation point for issues that are unable to be resolved by 1st tier IT support.
• Identify, investigate, and resolve users' problems with desktops, laptops, mobile devices, and software.
• Manage IAM (Entra ID) in enterprise environment.
• Ensure proper documentation and tracking of all incidents in Jira Service Management.
• Work with 3rd party service providers to resolve issues as needed.
• Provide guidance regarding technologies for end user computing.
• Write Knowledge Base articles and troubleshooting documentation.
• Produce and disseminate training materials for users.
• Participate in SLA monitoring and review meetings.
• Ensure consistent process implementation across the team.

Requirements

• Minimum bachelor’s degree in computer science or a related field.
• Proficient in both written and spoken communication.
• 2-4 years of IT End user support experience.
• Understanding of Information Technologies (Cloud/Azure, Windows OS, MAC OS, Office 365).
• Experience with Intune / Mosyle / MDM platforms.
• Experience in configuring, managing, troubleshooting Windows / Mac endpoints.
• Hands-on experience in IT ServiceDesk ticket management.
• Availability for on-call escalation support.
• Experience working in a hybrid environment of remote & onsite support.

Benefits

• Medical, Term & Accidental Insurance.
• All Purpose Leave (12 days).
• Earned Leave (15 days).
• Public Holiday (12 days).
• Generous Maternity & Paternity Leave.
• Quarterly Wellness Day.
• Work From Home Allowance.