Entry Level IT Helpdesk Technician (Remote - Canada ET)

Yelp

5d•Remote

About The Position

The IT Helpdesk team provides tech support to Yelp offices worldwide, solving technical challenges daily and offering customer support to employees across all regions. As an IT Helpdesk Technician, your primary responsibilities will be to triage all support requests, resolve issues, and escalate issues to the appropriate teams. Working on the global IT Helpdesk team, you will also help provide excellent customer service to employees in their goal to connect people with great local businesses. This opportunity requires you to be located in the Eastern time zone of Canada. Yelp is looking for great people, even if they don’t meet every single requirement.

Requirements

Excellent customer service skills with a collaborative attitude.
Willingness to learn new technologies or working knowledge with Google Apps, Office 365 for Mac and PC, Active Directory, software based telephony, Jira service desk, SSO, etc.
Familiarity with writing technical documentation.
Being action oriented with a strong understanding of ticket process, workflow and queue management.
Ability to work both independently and within a team environment.
Ability to prioritize and address multiple tasks in a dynamic and high-paced work environment.

Nice To Haves

Previous helpdesk experience is an asset.

Responsibilities

Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.
Identify, troubleshoot, and resolve hardware and software problems or escalate, if required.
Be familiar with Service Level Agreements (SLAs) and proper response times.
Use phone, chat and inbound ticket queue to handle global employee IT service requests.
Monitor internal ticketing system notifications for proactive response, and communication of any outages or system downtime.
Participate on Helpdesk team projects and ensure they are completed on time and to specifications.