Deliver technical support across our domestic and international company sites. Act as first level responder by identifying technical root cause and resolving issues using best practice methodologies to drive a positive trend in service levels for our customers. Assisting users with day-to-day computer issues, provide call center technical support. (Computer hardware, software ticket system, system upgrades, and patches etc).
Required Skills
- Fields incoming support requests from end-users via telephone, email, and walk-ups in a courteous manner; provides on-call support during weekends and off-shift hours.
- Identifies and defines scope of technology-related issues and ensures all issues are logged, tracked, managed, and resolved in accordance with company policies and procedures.
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Provides accurate, timely, and creative solutions to moderate end-user computer and networking issues, ensuring end-user productivity.
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Uses independent judgment to determine which issues need to be escalated to appropriately experienced technicians, management, vendors, or suppliers; operates as a single point of contact for any escalated issue.
- Consults with end-users to ensure each issue is solved to his or her satisfaction prior to resolution.
- Performs post-resolution follow-ups to support requests.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Diagnoses the root cause of issues and identifies resolution to those problems, reducing the number and impact of issues over time.
- Identifies and learns appropriate software and hardware used and supported by the organization.
- Manages configuration, installation, and general troubleshooting of PC’s, servers, software, and hardware including networking devices, printers, copiers, fax machines, scanners, and phones.
- Responsible for evaluating end-user needs and ensuring distribution of computer equipment throughout the enterprise.
Required Experience
MINIMUM QUALIFICATIONS
- Bachelor’s Degree (information systems or computer science) or equivalent experience.
- Minimum of zero to three years of professional experience in the IT field.
- High level of integrity required due to the sensitive nature of responsibilities.
- Strong understanding of the value of excellent customer service and service delivery.
- Excellent organizational, analytical, team building, and communication skills.
- Ability to work in a fast-paced environment.
- Ability to work well with others in a team environment.
- Proficient in Microsoft Windows and Office software.
- Ability to read and write in English.