Job Description

DESCRIPTION:

The Technical Service Representative position is an entry level position for those with varying level of experience in IT. Technical Service Representatives at NetOps are exposed to the entire spectrum of IT support. While serving in this capacity, IT skill and qualifications can be molded and crafted to the individual likes and strengths. At NetOps the primary goal for our Technical Service Representative program is to provide the most satisfying customer interaction with friendly and courteous professionals. Simultaneously, we use this program to identify dedicated and fast learning individuals to fill the ranks in our engineering groups. Technical Service Representatives will work alongside of some the most skilled IT engineers in the industry. At NetOps, Technical Service Representatives are exposed to valuable troubleshooting skills, from addressing an array of issues from all layers of the ISO model.

RESPONSIBILITIES:

· Answer helpdesk calls for our clients

· Provide frequent status updates for helpdesk customers

· Continually maintain a professional, courteous, and responsive relationship with clients

· Assist clients with technical support needs

· Oversee helpdesk intake queue and respond to helpdesk requests

· Participate in large scale network, server, and PC related projects

· Manage personal Ticket Queue, schedule, and communications to clients

· Perform proactive checks and tasks for clients

· Leverage an array of support tools to remotely troubleshoot and fix issues for clients

· Effective document issues and their resolutions for helpdesk tickets

· Follow policies and procedures for NetOps

· Continually seek to improve one’s skills and capabilities

· Seek out an area of IT to master as an expert

· Mentor and develop junior staff

MINIMUM QUALIFICATIONS:

· Possess a passion for technology and learning

· COMPTIA A+, Net+, Security+ entry level certifications are preferred to start or must be obtained as part of Tier 1

· Additional Microsoft entry-level certifications - MTA: Microsoft Technology Associate

· Possess strong problem-solving skills

· Fundamental understanding of network and computer concepts

· Must be an effective communicator with both verbal and written interactions

· Be a self-starter

PREFERRED QUALIFICATIONS:

· Associate degree or other formal education in IT

· IT related certification

· Previous experience in IT