TheHiveCareers · 1 month ago
Technical Support Officer -
United States
Full-time
Remote
Entry Level
1+ years expTheHiveCareers is seeking a Technical Support Officer to implement and support cloud-based solutions for messaging and collaboration. The role involves acting as the first point of contact for users needing technical support and overseeing the Microsoft 365 cloud environment.
Human Resources
Responsibilities
Oversee and maintain the companies Microsoft 365 cloud environment and related software
Monitor usage patterns and usage rates to ensure that employees are using the system efficiently and effectively
Work closely with the Cybersecurity Analyst to implement security policies governing use of the hardware and software systems
Collaborate with the Cybersecurity Analyst to monitor the corporate network and systems for potential vulnerabilities, identify risks, and take action to mitigate them
Installation & configuration of the companies computer hardware operating systems and applications
Maintain an inventory of end-user hardware and their assignment to specific employees
Addressing user requests for assistance issues pertaining to their accounts, hardware faults or problems with the cloud messaging and collaboration platforms
Providing remote support where feasible for user-reported issues
Escalating complex issues to the relevant software vendors where required and tracking the issues to resolution
Testing and evaluating new technology and supporting the rollout of new enterprise applications
Providing support in the form of procedural documentation
Author, edit and publish quality knowledge base content to improve self-service resources
Identify areas of improvement in the support and run processes that could increase user experience and reduce reported issues
Qualification
Required
Up-to-date knowledge of the Microsoft 365 or Modern Work ecosystem
Awareness of cybersecurity threat modeling principles
Writing case notes and error logs
Hardware & software diagnosis
Basic knowledge service desk tools
Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists)
Attention to detail and good problem-solving skills
Excellent interpersonal skills
BSc. In Computer Science/Engineering or a related field
1-3 years of relevant experience in a customer focused position involving technical knowledge in IT or IT help desk functions or in application support
Experience with remote desktop applications and help desk software
Experience in managing full or hybrid cloud environments. Microsoft 365 experience preferred
Preferred
Collaboration, transparency, safety, and trust
Good written and verbal communication
Ability to communicate well with others
Initiative
Flexibility
Company
TheHiveCareers
TheHiveCareers is the Caribbean’s leading workforce and talent development platform, connecting businesses with skilled professionals for freelance, contract, project-based, and permanent roles.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Melarka Williams
Founder and CEO
Company data provided by crunchbase