Provide first-level IT and network issue support to Ensono’s associates and external clients.
Respond to computer issues, services and network problems via online, phone, and email.
Capture and document relevant information in the ticketing system.
Prioritize issues and investigate solutions; resolve or escalate as needed.
Propose solutions for second and third level problems; assist groups in resolutions.
Act as incident coordinator, keeping affected parties updated during lifecycle.

🎯 Requirements

Minimum of 2 years of related experience or equivalent work experience.
Functional knowledge of Ensono products, tools, customers and support policies.
Strong customer service and communication skills.
Experience with incident management and post-resolution surveys.
Ability to see the whole picture and manage high complexity tasks.

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