IT Service Desk Technician - Contractor (Pakistan)

Podium
Full time Full day
Lahore

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.


Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.


At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!



The Technology Service Desk serves as the single point of contact for employee IT support needs. This team focuses on providing extraordinary customer service with a focus on ensuring the success of Podium employees all across the organization. The Service Desk Technician will provide support of internal systems, hardware and applications while coordinating with internal support teams to minimize disruptions to business operations. The ideal candidate embodies Podium's values to be a founder, avoid drama, and enjoy the ride!


What you will be doing:



  • Provide front line technical support to Podium employees and contractors via calls, chat, email, and remote support

  • Process Termination tickets

  • Utilize technical skills, historical records, knowledge articles, and tools to diagnose, prioritize and solve issues

  • Perform analysis and triage of technology issues including data collection and ticket routing to Tier 2 support teams

  • Fulfill Service Requests in accordance with established guidelines and Service Level Agreements

  • Keeps ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues

  • Communicate directly and effectively with a large and diverse audience

  • Clearly document issue and work done

  • Collaborate regularly with the technology teams to resolve technical issues and continually improve the technology experience for all our employees

  • Ensure compliance with established security policies to protect and control company systems and data

  • Know the latest technology trends and developments to provide creative and efficient solutions


General terms of contract fulfillment



  • Terminations Processed

  • Ticket Resolution + Case Volume

  • Customer Satisfaction Rating

  • On Time delivery of new hire equipment





What you should have:



  • Must speak english fluently

  • Intermediate knowledge of MacOS and built-in applications

  • Intermediate knowledge of Windows 10 and or 11 and built-in applications

  • Fundamental knowledge of iOS Mobile devices and applications

  • Experience supporting email and cloud systems via phone and chat

  • Experience with Single Sign-On systems

  • Foundational understanding of cyber security fundamentals

  • Basic understanding of conferencing audio/visual solutions and VOIP technologies

  • A desire to learn new technologies and grow their technical skill set

  • Ability to work independently, analyze problems, and make decisions with minimal management intervention

  • Strong analytical skills with the ability to anticipate potential obstacles and develop contingency plans


What we hope you have:



  • A+ Certification is a plus

  • Degree in Information Technology a plus


What you should know:



  • Must be available to provide the services within U.S. business hours, typically covering Mountain Time Zone hours. (Availability will be determined and confirmed when the contract is awarded)

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