It Support • Mid-Level

Who you are

You have at least 3 years of experience in a help desk or service desk role, providing high-quality support to users in a fast-paced environment. Your strong customer service skills enable you to empathize with users and resolve their issues effectively. You possess excellent communication skills, both written and spoken, and are comfortable capturing interactions and ticket resolutions within a ticketing system. Your analytical and problem resolution skills help you categorize tickets based on ITIL principles, ensuring efficient incident and service request management.

You have a solid understanding of essential technologies, including Active Directory, Azure AD, Intune, and Office365. Your experience with ServiceNow and familiarity with Adobe products and DocuSign further enhance your ability to support users effectively. You are knowledgeable about supporting both Windows-based and Mac devices, allowing you to assist a diverse range of users.

What you'll do

As a Service Desk Engineer at Navisite, you will provide high-quality remote support to users, ensuring their technical issues are resolved promptly and efficiently. You will take ownership of customer interactions, capturing all relevant details in our ticketing system to aid in trending and continual service improvements. Your role will involve categorizing tickets based on ITIL principles, which will help streamline our support processes.

You will work closely with your team to manage incidents and service requests, ensuring that users receive timely updates and resolutions. Your ability to work under pressure will be crucial as you navigate a fast-paced environment, balancing multiple requests while maintaining a high standard of customer service. You will also have the opportunity to contribute to the development of best practices and processes within the team, helping to enhance the overall service delivery.

What we offer

At Navisite, we celebrate our employees and invest in their well-being and development. Our culture is built around recognizing our team's commitment and achievements, both inside and outside the office. We offer a supportive work environment where you can grow your skills and advance your career. Join us and be part of a modern cloud MSP with a global, talented team of employees. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.