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.

SKILLS:

• 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