Job Title - Wealth Management Helpdesk Support Level 2 Expert
Our client, a successful financial technology and services company, currently seeks a Helpdesk Support Technician that is responsible for providing first-level technical support to end-users. This role includes resolving technical issues related to Citrix environments, email systems, remote support, and ticket management. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-centric attitude.
Responsibilities:
Citrix Support:
Assist users with issues related to Citrix environments, including login problems, application access, and performance issues.
Troubleshoot and resolve basic Citrix-related technical problems.
Escalate complex Citrix issues to higher-level support or specialized teams as necessary.
Email Support:
Provide support for email issues including login difficulties, email configuration, and troubleshooting email client problems.
Assist with email account setup and configuration on various devices.
Resolve issues related to email delivery and spam filtering.
Remote Support:
Deliver remote support to users by utilizing remote assistance tools.
Diagnose and resolve technical issues related to operating systems, applications, and network connectivity remotely.
Guide users through step-by-step solutions over the phone or via chat.
Ticketing System Management:
Monitor and manage the helpdesk ticketing system, ensuring tickets are accurately logged, categorized, and prioritized.
Provide timely updates to users regarding the status of their tickets.
Close resolved tickets and document solutions for future reference.
General IT Support:
Perform initial troubleshooting for hardware and software issues.
Support end-users with password resets, account unlocks, and access requests.
Maintain accurate records of all support interactions and solutions provided.
Requirements:
Education and Experience:
High school diploma or equivalent.
Previous experience in a helpdesk or customer service role is required.
Significant understanding of Citrix environments and remote desktop support.
Proficiency with Ticketing systems.
Ability to provide Responsive and Excellent client service.
Technical Skills:
Proficiency in using helpdesk ticketing systems (e.g., ServiceNow, Zendesk, etc.).
Familiarity with email systems such as Microsoft Outlook and Office 365.
Knowledge of remote support tools and techniques.
Basic understanding of Windows and Mac operating systems.
Familiarity with networking concepts (e.g., VPN, LAN, WAN).
Soft Skills:
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work independently and as part of a team.
Customer-oriented with a focus on delivering high-quality support.
Flexibility to work in shifts, including weekends and holidays if required.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Willingness to continuously improve technical skills through training and certifications.
Preferred Skills and Qualifications:
Associate's or Bachelor's degree in IT or a related field is preferred.
The above requirements and qualifications are meant to describe the general nature of the position and do not represent all duties to be performed by the selected candidate. Please note that only candidates who are under consideration for the position will be contacted. The Company is an equal opportunity employer. All employment is decided on basis of qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or veteran or disability status.