Client: https://amcmodernit.com/

AMC Modern IT Services isn’t your standard MSP. We are focused on PEOPLE and modernizing how businesses utilize technology. We choose to work with clients who are passionate about IT from a wide variety of industries, including non-profit, government, manufacturing, supply chain logistics, sporting entities, to name a few.

We don’t just create plans to make an IT change for our clients, we strategically transform businesses through sweeping changes that help business leaders and their most important asset, their people, lead more productive lives.

Summary

We are seeking a highly skilled and motivated Microsoft Product Trainer to join our team. In this role, you will be responsible for providing exceptional training and support to our customers, helping them effectively utilize Microsoft products such as Teams, Office, Planner, and more. The ideal candidate will have a strong background in Microsoft applications, excellent communication skills, and a passion for teaching and empowering end users to enhance their productivity.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Handle calls related to password resets, installation of HW/SW, network and wireless connectivity, general IT (O365, printers, scanners, displays) troubleshooting, etc.
• Work with L2 team on improving L1 resolution
• Record incidents or request from end users
• Document tickets with resolution step and templates
• Walk user through the problem-solving process.
• Perform remote troubleshooting through diagnostic techniques and probing questions.
• Follow up and update users on ticket status.
• Direct unresolved issues to the next level of support.

Requirements:

• Proficiency in English (C1-C2)
• Proven experience as a Service Desk engineer of minimum 3yrs
• Tech savvy with working knowledge of Microsoft products (O365, AD, OS, Servers)
• Good understanding of mobiles devices, computer hardware and remote-control software.
• Ability to diagnose and resolve basic technical issues.
• Customer-service oriented with a problem-solving attitude.