ON SITE: Tier 0 Support Personnel (Graveyard)

Job Description:

• Receive inbound calls from NGS, Westlake and other companies supported by NOWCOM.
• Assist callers who are unable to login to their desktop machine.
• Assist employees in creating servicenow tickets.
• Check the status of reported tickets and inform the assigned technician that he/she received a follow up call.
• Assist Tier 1 technician in filtering incoming servicenow tickets, assigning it to the proper department.
• Provide assistance in reactivating windows account.
• Provide assistance in unlock/reset/extend windows password account.
• Provide assistance in updating windows password for compromised or suspicious AD account status flagged by Information Security Team.
• Extend help to NGS Call Center Department with their concerns/request(only if needed)

Job Requirements:

• Relevant certifications or coursework in IT or related field are a plus.
• Strong passion for technology and a desire to develop a career in IT support.
• Excellent communication skills, both verbal and written, with an ability to explain technical concepts in a clear and understandable manner.
• Basic understanding of computer hardware, software, and operating systems (Windows, macOS, etc.).
• Familiarity with common productivity software (Microsoft Office, Google Workspace, etc.).
• Problem-solving mindset with the ability to analyze and diagnose technical issues.
• Customer-focused attitude with patience and empathy when dealing with end-users.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Willingness to learn and adapt to new technologies and procedures.
• Prior experience in customer service or technical support is a plus but not required.