Desktop Support-Ticketing Expert

1 month ago

Bellevue, United States BrickRed Systems Full time

We are looking for an experienced IT Support Specialist to join our team. As a key member of our IT support staff, you will play a crucial role in ensuring the smooth operation of our core platforms and providing exceptional support to our users.


Key Responsibilities:

  • Support our core platforms including user support, ticketing, procurement, and provisioning.
  • Take ownership of customer issue escalations, applying your understanding of systems within multiple applications in our tech stack.
  • Document all processes and update current documentation for established processes.
  • Complete and document assigned project work and provide updates to ensure accuracy.
  • Work with other ITS team members to improve efficiency by implementing new processes, tools, strategies, and automation.
  • Collaborate across IT and serve as an ambassador for the IT organization with internal stakeholders.
  • Provide exceptional customer service experience for all users when troubleshooting support requests, utilizing your technical skills, problem-solving abilities, and specialized knowledge to educate our workforce.
  • Maintain the asset inventory system and ensure all hardware/software allocations are logged.


Competencies:

  • Experience working on a high-volume ticketing system (+4000 PM).
  • 5+ years of experience or related experience in administering and maintaining ITSM systems and related tools.
  • Extensive experience providing high-caliber support to all levels of staff.
  • Experience supporting customer IT needs within a global team supporting multiple regions and time zones.
  • In-depth knowledge of and ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365).
  • Provide other services to reduce tickets and ticket closure times.
  • Work with partners to find efficiencies and implement improvements to our internal systems.
  • Working knowledge with securing/management of endpoints using JAMF, Airwatch, and InTune.
  • Extensive experience troubleshooting AV/Conference room issues and Office Network-related issues.


Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
  • Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) a plus.
  • Strong communication and interpersonal skills.
  • Ability to work effectively in a fast-paced, collaborative environment.
  • Proven track record of prioritizing and managing multiple tasks simultaneously.
  • Ability to adapt to changing priorities and technology landscapes.



About Brickred Systems:

Brickred Systems is a global leader in next-generation technology, consulting, and business process service companies. We enable clients to navigate their digital transformation. Brickred Systems delivers a range of consulting services to our clients across multiple industries around the world. Our practices employ highly skilled and experienced individuals with a client-centric passion for innovation and delivery excellence.

With ISO 27001 and ISO 9001 certification and over a decade of experience in managing the systems and workings of global enterprises, we harness the power of cognitive computing hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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