Vacancy expired!
- This shift schedule for this role is slated to be Monday, Tuesday, Thursday, Friday, and Saturday 8AM to 5PM Eastern Time shift in support of a 24x7x365 Service Desk – Network Operations Center (NOC). In addition, there will be the occasional requirement/opportunity to work after hours, weekends and national holiday shift work. There is a rotational on-call schedule.
- Monitor and respond to multiple channels of customer and systems communication including chat, email, and phone.
- Ability to multi-task and prioritize work tasks based on specific requests.
- Accurately entering tickets into a ticketing system, assigning the tickets per a documented schedule and process, and calling/emailing the correct support technicians as required to resolve issues.
- Carefully and accurately following all written procedures.
- Support the following types of calls, questions, alerts, or tickets (not all-inclusive):
- IT Desktop Applications and Troubleshooting (ex. Windows, Outlook, Microsoft Office, VPN software)
- IT Infrastructure (ex. telephones, network/internet connectivity)
- Customer Service Requests (ex. password resets, VPN token resets, service questions)
- External iconectiv Product requests
- Production and Test environment platform monitoring and ticketing for alarms and performance issues on systems, applications, databases, and network/customer connectivity.
- Manage alarm events and technical application issues – creating, modifying, troubleshooting, and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
- Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
- Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
- Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
- Excellent work ethic, time management, teamwork, and strong customer focus are key skills required to perform this function successfully.
- Gain a thorough understanding of internal processes and assist as needed
- Excellent written and verbal communication skills are a must.
- Minimum 1-2 years of customer service experience.
- Detailed and precise execution, initiative, critical thinking, and good follow through are key characteristics.
- BA/BS degree is preferred but not required.
- Any application support experience would be a plus.
- Good writing skills and the ability to author professional correspondence.
- Being a self-starter and an excellent team player is a must.
- Being able to learn on the job and be able to quickly switch between tasks is a critical success criteria.
- Office is based in Bridgewater, New Jersey. At this time, the team is working remote however the need to work in the office could be required.
- ship required
- Familiarity with Linux and Windows Operating Systems is a plus.
- Familiarity with Network and Cyber security concepts is a plus.
- Ability to speak and understand Spanish is a plus
- Experience using “Chat” to support customer communications (requires strong written communication skills).
Vacancy expired!