remote
Technical Analyst - Computacenter
Software Engineer
Provide L1 technical support for US customers in a 24/7 environment, handling hardware, software, and account issues via phone, email, and ticketing tools while ensuring timely escalation and accurate documentation.
About the role
Key Responsibilities
- Respond to inbound support requests through phone, email, and ticketing system, maintaining a professional and courteous demeanor.
- Perform first‑level troubleshooting for Windows desktops, laptops, printers, and peripheral devices.
- Assist users with password resets, account lockouts, and basic configuration tasks in Active Directory and related services.
- Document all interactions, resolutions, and escalation steps in the ticketing platform to ensure traceability.
- Escalate unresolved or complex incidents to Level 2 engineers or specialized teams following defined procedures.
- Contribute to knowledge‑base articles and share best practices with the service desk team.
Requirements
- 2+ years of experience in a technical service desk or L1 support role.
- Strong knowledge of Windows operating systems, Active Directory, and common office applications.
- Proficiency with ticketing tools (e.g., ServiceNow, JIRA) and remote support utilities.
- Excellent communication skills and ability to diagnose issues quickly over phone or email.
- Customer‑focused attitude with a track record of meeting SLA targets.