RESPONSIBILITIES:
- Receive inbound calls and record significant information.
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
- Receive and dispatch service calls or deliveries
- Prioritize calls according to urgency and importance.
- Use phone, text message, or emails to technicians or other field units to appropriate locations.
- Monitor the route and status of field units to coordinate and prioritize their schedule.
- Provide field units with information about service calls.
- Enter data into ticketing system, and maintain logs and records of calls, activities and other information.
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Follow communication procedures, guidelines and policies.
- Remotely Troubleshoot and resolve end user desktop/laptop issues in a mixed Windows OS, Linux OS, Chrome OS Mac OS X. Using Remote software Gotoassist or Teamviewer.
- Backup, image and restore data on desktop/laptop systems .
- Provide in and out of warranty hardware( printers, scanners, etc.)
- 2 years of experience in IT or a related field with a strong background in operating .systems, desktop and hardware support .
- When required provide one-on-one technical training to customers.
- 2+ years of IT experience, with at least one year of helpdesk/desktop support experience
- CompTIA A+ certified (will consider experienced candidates who are willing to get A+ certified in 6 months of hire)
- Major Windows and some familiarity with MAC
- Above average communication and documentation skills
- At Home Office ( Desk, Chair, Door)
- Reliable internet connection
- Superior oral and written communications skills
- Good with documentation and working with ticketing systems
- Team player
Job Features
| Job Category | Adminstrative, Customer Service, Information Technology, Marketing, Sales, Social Media |
| Job ID: | 8949 |
| Open Position | 3 |
- Assist the IT Service Manager in directing a team of support personnel who troubleshoot IT issues for clients on a daily basis.
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
- Prepare daily routes for Field Technicians
- Ensures issue resolutions are completed or escalated with in Service Level Agreement (SLA).
- Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
- Familiar with a variety of the field's concepts, practices, and procedures.
- Relies on extensive experience and judgment to plan and accomplish goals.
- Performs a variety of tasks.
- Leads and directs the work of others; implements corrective actions and coaching to IT specialist.
- Manage Tier 1 through 3 to resolve tickets; Provide strategies to close out open tickets and;
- Assist in the performance evaluation; hiring and releasing team members.
- All other related duties assigned.
- A+ Certification
- 3 years of Helpdesk/Technical support experience
- 1 year of management experience
- High School Diploma
Job Features
| Job Category | Adminstrative, Customer Service, Information Technology, Marketing, Sales, Social Media |