Job Description

We are seeking a Telephony Help Desk Agent to join our team! You will resolve computer-related issues for your clients. This position will need to pass a government background check to receive a clearance before any work can start.

RESPONSIBILITIES:

• Answer, prioritize, address and track calls, emails, online chats, etc. in a timely manner.
• Create, update and close all incoming trouble tickets into the problem management and tracking solution.
• Tickets shall not be closed until the Helpdesk confirms resolution with initiating office.
• Uses professional and technical concepts to solve problems of limited scope and follows standard practices, procedures, and policies.  
• Responsible for initial problem diagnostics and supports field technicians as needed. Tasks may include performing user login administration and password resets and performing moves/adds/changes to telephony features.
• Serves as project manager on tickets in the event of escalation from Tier 1 to Tier 2 and above, handling through technical resolution and meeting MTTR requirements.
• Demonstrates good oral communications with the end-users and other work groups involved in providing telecommunications services
• Responsible for notifying the supervisors of major issues and/or ticket resolution issues.

QUALIFICATIONS:

• Must be a high school graduate with 2  years’ experience in customer service and/or IT/telephony helpdesk support.
• College graduate with IT/computer science training preferred.
• Direct experience with Avaya telephony systems desired.
• Strong oral and written communications skills, and prior experience in direct customer contact positions with ability to build rapport with clients.  
• Proficient in use of customer service software such as helpdesk ticketing systems.
• Strong troubleshooting and critical thinking skills, and ability to take accurate notes and create documentation of interactions with clients.
• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Positive and professional demeanor

Company Description

Sky Communications, Inc. (SkyCom Global) is a rapidly growing telecommunications and information management firm with a successful reputation for providing high quality services on time and within budget. Founded in 1996, SkyCom Global is recognized as an industry-leading certified minority business enterprise (MBE). SkyCom Global offers a full spectrum of premier voice and data communications networks. Our diverse customer base includes clients in both the commercial and government markets. With the deployment of industry-leading hardware and software from most of the communications leaders in the industry, SkyCom Global has built a stellar reputation of delivering turnkey solutions with unprecedented customer focus. We specialize in providing a unique set of innovative and cost-effective voice system design, installation, and support including Voice Managed Services, Unified Communications Management Services, IT Consulting and Project Management Deployment Services. SkyCom Global is renowned for providing prestaged and tested, fully integrated turnkey solutions that contain multi-vendor hardware and software. SkyCom Global is a Cisco Systems Premier Partner and holds Cisco Specializations for both Managed Services and Express Foundation.