Vacancy expired!
This is a direct hire position with our client (annual salary, medical benefits, holidays, vacation, etc). Work will start off remotely, and eventually onsite once quarantine is lifted.
The successful candidate will enjoy and have experience supporting systems and users via phone and email. Strong organizational and communication skills are required. Multiple shifts available.
Candidates should have hands-on experience across a broad range of technologies including:
· Field incoming help escalations from Level 1, as well as initial issue calls for end users via telephone, e-mail, and through service portal in a courteous manner with a goal to provide FCR (First Contact Resolution)
· Supporting users with technical issues primarily over the phone using remote support technologies
· Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365
· If end user's problem cannot be resolved remotely the Phone Support Analyst must dispatch Tier 2 Support Analysts for on-site assistance
· Familiarity with working from a ticketing system like ServiceNow
· Solve known problems and fulfill service requests by following Knowledge Base Runbook scripts
· Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
· Record, track, and document the problem-solving process within each ticket, including all troubleshooting steps taken, through to resolution
· Image computers using Windows Azure Auto Pilot and Jamf
· Test fixes to ensure problem has been resolved.
· Perform post-resolution follow-ups to help requests
· Proven troubleshooting methodology and a desire to solve challenges
· Basic working knowledge of Active Directory, printers, Android and iOS mobile devices, Slack, Box and Zoom video conferencing systems
· Basic understanding of networking principals (IP addressing, subnets, routing, switching).
· Assign and escalate tickets to Tier 3 Desktop Administrators after proper documentation of initial troubleshooting
· Create Knowledge Base articles for problem resolution
Qualified candidates will likely have three to five years of recent IT experience (end-user support and help desk experience) working with a variety of technologies. We require resourceful team members with exceptional problem-solving skills.
This position requires someone who has a strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers.
Additional key skills and qualities:
· Must have two years of IT experience, preferably in a technical field
· Must be intelligent, inquisitive, confident and energetic
· Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
· Must be organized, dependable and detail-oriented
· Must be able to meet deadlines and SLAs in a fast-paced, agile environment
· Must have excellent verbal and written communication skills
· Must be willing to be on-call and work remotely occasionally.
