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  • ID
    #17804516
  • Job type
    Contract
  • Salary
    Depends on Experience
  • Source
    STS Consulting
  • Date
    2021-08-03
  • Deadline
    2021-10-02

Helpdesk Support

New Jersey, Newark, 07101 Newark USA
 
Contract

Vacancy expired!

Title: Helpdesk Support – Level 2

Location: Newark, NJ - 07102 (Remote until COVID Situation stabilizes)

Duration: 12 months+

Years of Experience: level 2

Right to hire: Yes

Job Description:
  • The helpdesk resource will provide technical support, and resolve all incoming calls/issues from clients.
  • This resource will also work with vendors and other SME's to identify and resolve complex client issues.
  • The person will be based in Newark, NJ.

Daily Tasks:
  • Provides dedicated tier 2 technical support for a client business unit as an extension of the help desk.
  • Responsible for resolving all incoming calls delivered to the helpdesk and managing escalated cases.
  • Responds to a variety of technical issues from incoming calls or cases escalated by other help desk staff.
  • Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems.
  • Alerts clients and team members when a major problem is suspected.
  • Performs recovery testing to confirm availability of systems where outages have occurred.
  • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
  • Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.
  • Evaluates effectiveness of new utilities and tools.
  • Performs related duties as assigned or requested.

Qualifications:
  • Strong customer service skills
  • Great verbal & written communication
  • Proven experience in technical support
  • Established experience in diagnosing and resolving technical problems

Vacancy expired!

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