Project: Avalara(Software Tax Company)
Position: IT Operations Specialist 1
• Provide L1 technical support for 6k internal users(EMEA/APAC/US).
• Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate.
Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service; ensures proper and accurate feedback on technical problems; coordinates communication between user and other IT staff / groups.
Utilizes and maintains ticket tracking systems, software, and related systems to
• ensure efficient service desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings.
• Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues
• End-user account management, e-mail account and distribution list management.
• Remote access/VPN troubleshooting and network connectivity support.
• Experience with ITSM tool ServiceNow or Jira
• Basic Technical knowledge of mail servers Office365 and associated protocols and Basic knowledge in SSO.
