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...procedures, and change management processes aligned with frameworks such as SOC 2 and NIST CSF. Team & Project Collaboration Helpdesk Escalations: Receive and resolve ticket escalations from the helpdesk team, providing hands-on technical assistance with complex...SugeridoTiempo completoRemoto- ...escalation point for technical issues, troubleshooting complex hardware/software problems. Partner with the IT Manager to manage the helpdesk queue, jumping in to resolve tickets and support employees directly to maintain SLAs. Develop and execute disaster planning,...SugeridoTiempo completoDesde casaRemoto
- ...tools like Zoom for customer support sessions. Knowledge of QA metrics, C-SAT, and SLA principles. Ability to analyze customer issues and suggest improvements to processes or documentation. Previous experience in a technical support or helpdesk environment....SugeridoTiempo completoRemotoTrabajo híbrido