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  • ID
    #17796044
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    Harrison National Employment
  • Date
    2021-07-09
  • Deadline
    2021-09-07
 
Permanent

Vacancy expired!

My client is seeking a highly motivated individual to work with our Technical Support Center team in supporting the Core Platform areas.Provides technical support to users for complex computer related technical problems.Serves as the primary point of contact for users experiencing computer-related problems.Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.

  • Serve as point of contact to internal and external customers through problem resolution
  • Tier 2 /3 Level Support + Onsite Desk Side Support
  • Support for Azure MFA, RSA Token, Cisco Umbrella AnyConnect client (multi factor authentication)
  • Expectation on ticket closure – 20 or greater per day.
  • Experience with Interactive Client (i3 phone system), Polycom IP phone hardware
  • Calls taken a day may vary, Call SLA is 12 mins per call or less (Average 7 mins)
  • Experience working with Service Now and BMC Footprints ticketing system
  • Excellent communication, documentation and interpersonal skills
  • Excellent client service skills in a demanding, deadline-driven environment
  • Advanced knowledge of Microsoft operating systems + Microsoft Surface Laptop/Dell hardware support
  • Hands on experience in handling phone based support activities for 10K+ user base
  • Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment
  • Strong understanding and experience using of Virtual and Cloud Technologies (AWS, Amazon Workspace, Azure, O365)
  • Currently over 3,500 Amazon Workspaces deployed. (Workspace knowledge is plus)
  • Experience with enterprise systems management tools such as BMC Client Management. Microsoft SCCM, Intune, Endpoint Manager
  • Printer Management (building print queues, configuring multifunction printers (e.g. Xerox, Savin)
  • Hours of support: 8am – 5pm (M-F)
  • On-Call Rotational Support (after hours)
  • Reliable Transportation
  • Technical Certifications; A+, Network+, MCSE, MCTS, Security+, ITIL is a plus
  • Starting as a Remote technician ( with the potential of going onsite if needed )

Vacancy expired!

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