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Position Summary:
The Technical Support Engineer - Tier 1 is the "voice of the company" as the initial recipient of incoming help desk calls. At the Tier 1 level, the Technical Support Engineer will analyze customer needs using critical thinking skills and expertise in IT to resolve customer issues and/or work with Sr. Engineers for escalation support. Throughout the resolution process the T1 Technical Support Engineer will be the primary point of contact with the customer and provide timely updates and exceptional communication to ultimately ensure world-class customer service by being approachable and personable. The Technical Support Engineer - T1 also serves to support the higher-level Sr. Engineers and may be delegated special projects and assignments as determined by higher-level team members.
Key Responsibilities and Duties:
Help Desk Inquiries and Ticket Resolution
Ensures that incoming inquiries are initially responded to within contract Service Level Agreements (SLA)
Completes technical support request tickets within position scope and responds back to customer within predetermined company acceptable time periods using SLA alert system as tracking method.
Escalates calls that are beyond position scope to appropriate technical support engineers following company protocols. Ensures that customer is aware of actions and that deadlines for completion are clear.
Manages customer concerns and provides timely updates during resolution process.
Serves as the primary point of contact between the customer and internal team and ensures pertinent information for the resolution of tickets are communicated to appropriate parties within an acceptable period of time.
Participates in the on-call support rotation, responds to after hours notifications per internal guidelines and ensures issues are escalated appropriately when needed
Clearly documents all work performed in the helpdesk ticketing system
Performs all tasks with exceptional attention to detail
Onsite Augmentation (Tier 1)
Onsite placement at an assigned client or clients on a fixed schedule between 1 and 5 days per week
Provide in-person support to staff at the client location, including escalating issues to remote Tier 2/3 engineers when necessary
Develop positive relationships with clients' staff and the designated client point of contact
Represent the clients interest when interacting with external vendors and consultants on their behalf
System Administration Support
Receives handoff of special assignments and projects from higher level team members
Provides timely resolution/completion of assigned projects
Ensures exceptional customer communication and satisfaction; responds in a timely manner to higher level team members on assignment progress
Vendor Liaison and Management
Contacts third party vendors to coordinate resolution of issues with systems not directly controlled by the customer (e.g telephony/hosting providers)
Job Qualifications:
Experience
1-2 years of hands-on experience
Experience resolving common issues on desktop platforms including Windows 7/10 and Mac OSX
Familiarity with remote support tools such as Teamviewer or Logmein
Knowledge of basic networking concepts including past exposure to small office or home networking troubleshooting
Education and Certifications
Bachelor's degree in Information Technology or related field
CompTIA A+
CompTIA Net+
Other Skills
Ability to manage multiple tasks and follow-through on assignments in a timely manner
Strong communicator
Strong critical thinking and troubleshooting abilities
Must have current and valid driver's license and own transportation
Please apply for this position directly from our website https://osibeyond.bamboohr.com/jobs/view.php?id=1
Vacancy expired!