Job Description:

• Updates help desk manuals and guidelines as technology needs changed with new software applications from internal and clients in It Glue and NAKA Documentation.
• Provide superior customer service support that leads by example.
• Works from all assigned service boards.
• Assign, monitor and maintain technician staffing to ensure coverage for normal business day,
• 24-hour shifts and after-hours shifts. (24 x 7 x 365 days)
  Act as the primary contact to handle critical incidents and VIP services tickets.
• Manages the escalation of tickets, user problems and complaints to Senior IT management.
• Report to senior managers on any issue that could significantly impact the clients’ business.
• Ensure that staff take ownership of user problems and be proactive when dealing with user issues Manages the escalation process and response to clients.
• Manages Webex phones and offshore support services work between shifts.
• Audits, updates, and reviews the daily runbook.
• Handles all internal helpdesk questions from staff including providing reports.
• Oversees and makes sure all tickets are being addressed and in their correct status
• Ensures a smooth transition between helpdesk leads and weekend support team

Requirements:

• 2+ years working in helpdesk on enterprise network environments
• 3+ years’ experience with Windows environments including Desktops and Servers
• Break/Fix hardware experience
• Strong experience in Microsoft 365 platform
• Experience in cloud and virtual concepts
• Excellent English and customer support skills

Requirements:

• Experience with Webroot, Sentinel one, Acronis, It Glue
• Experience with Logic monitor and/or other Network monitoring software
• Experience with Connectwise manage, screen connect and Ninja one Certifications with Microsoft and Cisco
• Multiple languages a plus

NAKA provides monetary incentives for employees who go above and beyond each month. NAKA requires all technicians to get certified on all software NAKA utilizes