Title:  Subcontractor

Job Overview
The Service Desk role is a critical position within our organization, responsible for providing technical assistance and support related to computer systems, hardware, or software. The successful candidate will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced, dynamic environment.
Responsibilities
•    Provide first-level contact and convey resolutions to customer issues.
•    Properly escalate unresolved queries to the next level of support.
•    Track, route, and redirect problems to correct resources.
•    Update customer data and produce activity reports.
Required Skills
•    Proficiency in Jira: The candidate must have a strong understanding and working experience with Jira, a popular issue tracking and project management software.
•    Service Level Management: The candidate should have a solid understanding of service level agreements (SLAs) and the ability to manage and meet these agreements consistently.
•    Cisco Data Network: The candidate must have experience with Cisco Data Network, including the ability to troubleshoot, maintain, and optimize the network.
•    A Bachelor's degree in Computer Science, Information Technology, or a related field is required.
Preferred Skills
•    ITIL Certification: Knowledge of ITIL processes and principles can be beneficial.
•    Knowledge of Microsoft Office Suite: Proficiency in Word, Excel, PowerPoint, and Outlook can be helpful.
•    Experience with other Project Management Tools: Familiarity with tools like Asana, Trello, or Monday.com can be advantageous.
•    Customer Service Skills: The ability to communicate effectively with customers and resolve their issues.
•    Knowledge of Cloud Computing: Understanding of cloud platforms like AWS, Google Cloud, or Azure can be beneficial.
•    Understanding of Cybersecurity Principles: Knowledge of cybersecurity best practices and principles can be an asset.
•    Familiarity with Linux/Unix: Experience with these operating systems can be beneficial.
•    Knowledge of SQL: Understanding of SQL and database management can be advantageous.
•    Problem-Solving Skills: The ability to troubleshoot and resolve technical issues.
•    Multitasking Skills: The ability to handle multiple tasks and priorities at the same time.
Required Experience
7-10yrs