Job Description
At Softgic, we work with the most talented individuals—those who create, those who love what they do, and those who give 100% because that’s our #Coolture. Join us in our mission to make life easier through technology and become part of our team as a IT Support Technician – Tier 1 (Frontline Operations).
Responsibilities:
Handle password resets, MFA enrollments, and identity verification using Caller Verify.
Manage Active Directory attributes, group memberships, and folder permissions.
Assist with RingCentral user setup and basic call handling configurations.
Support and troubleshoot Cloudflare VPN connectivity to ensure secure access to company resources.
Transfer and configure user data on new devices using Cloudflare and OneDrive.
Troubleshoot Windows 11 endpoint issues, including logon problems, performance, hardware, and configuration issues.
Provide application support for standard office tools such as Microsoft 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, Snagit, and similar applications.
Provide entry-level support for line-of-business applications, including Applied Epic, Epic Connection Suite, Salesforce, WEX, carrier portals, and various SaaS platforms.
Support Citrix environments, including disaster recovery assistance and user profile rebuilds.
Set up and configure printers for both onsite and remote users.
Support Zoom Rooms and conference room systems, including AV and connectivity troubleshooting.
Assist users with personal equipment setup and mobile device enrollment via Intune, enabling secure access to corporate resources.
Configure personal/home printers within the Cloudflare environment.
Recover local machine accounts protected by BitLocker encryption.
Accurately document all user interactions in Zendesk to ensure traceability and transparency.
Escalate and route issues to appropriate Tier 2 teams or specialized departments as required.
Deliver exceptional customer service to all employees requesting assistance.
Requisitos
Requirements & Skills:
6 months to 1 year of experience in a Tier 1 IT support or help desk role.
Basic technical troubleshooting skills across software, hardware, and connectivity issues.
Working knowledge of Windows 11, Microsoft 365, Adobe Acrobat, and common SaaS-based applications.
Familiarity with mobile device support (iOS/Android) and endpoint troubleshooting.
Strong customer service mindset, with a pleasant and user-focused approach.
Good critical thinking, problem-solving, and communication skills (verbal and written).
Ability to follow procedures, document accurately, and escalate issues appropriately.
