Deskside Support Technician, Level I

Telerx


Company :  Telerx
Location :  Clayton, North Carolina, United States
Job Type :  Full-time
Job Status :  Permanent
 
Job Summary: The Deskside Support Technician, Level I will provide comprehensive technical support services to the clients campus based customers. Principal Responsibilities: Provide comprehensive technical support services to the Clients internal customers and service providers. Assess reported issues and take initiative and ownership to resolve them on their own. Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes. Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms. Follow established Asset Management processes Report any potential problem cases to the Level II technician and/or Deskside Supervisor. (Build a proactive environment) Perform IMAC-related tasks as assigned. Effectively consult with the Level II technician on any cases where high-level technical support is needed. Replicate and resolve customer incidents in the software & hardware environment. Escalate issues to the Level II technician where Client Home Office personnel are required for resolution. Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLAs Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness. Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels. Perform customer support related tasks and special projects as assigned by management. Liaise as necessary interdepartmentally to seek resolutions to all issues reported. Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements Skills Excellent verbal and written communication skills Excellent teamwork skills Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Proficiency with LAN/WAN troubleshooting Ability to perform root cause analysis and determine appropriate course of action based on result Must have good initiative Must be able to work independently and pace oneself to complete own work Windows 7 support in an enterprise environment Office 2010 support in an enterprise environment 2-3 years desktop support experience Excellent customer service skillsEducation BA or Vocational school degree preferred or equivalent work experience A+ Certification (Must be attained within three months of employment) Microsoft Certified Professional certification a plus Experience Minimum of 12-18 months of previous call center, computer support, or customer service experience preferred Working Relationships Maintain inter-department relationships to resolve client issues Effectively communicate with extended service providers and IT infrastructure groups Develop communication and working relationship with Supervisor and Level II technicianCompetencies Adaptability Analysis Customer Service Orientation Functional Job Knowledge Initiative Judgment/Decisiveness Managing Stress Negotiation Oral Communication Persuasiveness/Influence Planning and Organizing Root Cause Analysis Teamwork Orientation Technical and Professional Competence Work Standards Technical and process support documentation

We are proud to be an Equal Opportunity Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 
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