About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. With a rich history spanning over a century, UPS is committed to innovation, sustainability, and connecting the world through its vast network and dedicated employees.
Job Description
Join UPS as a Level 1 IT Technical Support Specialist. This fully remote position offers the opportunity to provide crucial technical assistance, ensuring smooth operations for our global team. You will be the first point of contact for IT issues, offering support and solutions to maintain our high standards of service.
Key Responsibilities
- Diagnose and resolve basic technical hardware and software issues for internal users.
- Provide first-level contact and convey resolutions to customer issues via phone, chat, and email.
- Properly escalate unresolved issues to the next level of support personnel when necessary.
- Walk customers through problem-solving processes and provide clear, step-by-step instructions.
- Provide accurate information on IT products, services, and policies.
- Record events and problems and their resolution in help desk logs and ticketing systems.
- Follow up with customers to ensure full resolution of issues and customer satisfaction.
- Utilize remote desktop software and diagnostic tools to troubleshoot and resolve issues.
- Assist with user account management, password resets, and access permissions.
Required Skills
- Excellent communication (written and verbal) and interpersonal skills.
- Strong problem-solving and analytical abilities with a keen attention to detail.
- Basic knowledge of operating systems (Windows, macOS) and common office applications (e.g., Microsoft 365).
- Familiarity with remote desktop applications and help desk software (e.g., ServiceNow, Zendesk).
- Ability to work independently and efficiently in a fully remote work environment.
- A customer-centric attitude with a commitment to providing high-quality support.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, ITIL Foundation, or equivalent technical certifications.
- Previous experience specifically in a remote IT support role.
- Basic understanding of network fundamentals (TCP/IP, DNS, VPN).
- Experience with enterprise-level systems and tools.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with generous company match.
- Paid time off, including vacation, sick leave, and company holidays.
- Employee assistance program and wellness initiatives.
- Opportunities for professional development, training, and career advancement within UPS.
- A fully remote work environment, providing flexibility and work-life balance.
- All necessary equipment (laptop, monitor, headset, etc.) provided for your home office setup.
- Access to a global network of dedicated and supportive colleagues.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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