Help Desk Support Specialist
New
O
OpenSesameWorkforce development
Remote-first role based in Mexico.Full-Time
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- JiraTroubleshootingTechnical supportConfluenceGoogle Workspace
Responsibilities
- Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows.
- Shadow hardware and software deployment activities, including workstation setup and user account provisioning.
- Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and defined SLA standards.
- Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues.
- Complete 100% of user account requests within one business day of receipt.
- Update at least 3 knowledge base articles internal documentation to reflect current procedures and reduce repeat support requests.
- Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets.
- Lead at least one IT onboarding session for a new employee, covering essential tools and support processes.
- Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan in collaboration with Systems Engineering where appropriate.
- Sustain an average of 50 resolved support tickets per week, balancing ticket resolution with onboarding support and documentation responsibilities, with consistent SLA adherence and positive user feedback.
View Full Description & ApplyYou'll be redirected to the employer's site
