Vacancy expired!
- Provide remote Tier 1 & 2 IT Support relating to technical issues involving Microsoft's core business applications and operating systems
- Complete all tier 1 & 2 service requests as they arrive through phone, email, manual entry, or direct customer input.
- Basic technical support at the workstation level
- Basic remote access solution implementation and support
- System documentation maintenance and review
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Resolve Tier 1 & 2 support requests within 30 minutes, once assigned
- Monitoring Proactive Service tickets daily.
- Act as the single point of contact to the all Level 1 & 2 service requests.
- Complete all Level 1 & 2 service requests as they arrive through telephone, email, manual entry, or direct customer input. Some examples are:
- Provide the customer with timely status updates which will be documented in CW and email to the client
- Alert Dispatch Coordinator to more advanced Technical issues to facilitate escalation to senior engineers within 30 minutes of the assigned task.
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Entering time and expenses as they occur
- Understand processes in ConnectWise by completing assigned training materials on the ConnectWise University
- Enter all work as service tickets
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Ability to multi-task and adapt to changes quickly
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
- Ability to lift and carry 60-70 pound items.
- Ability to work a flexible schedule including the possibility of evenings, weekends and holidays.
- Participate in all meetings/events scheduled by the company.
- 1-3 years Helpdesk Tier 2 or equivalent technical experience
- A valid driver’s license
- Reliable and presentable transportation
Vacancy expired!