Technical Support

Description

Hours of work will be 12:30pm to 9:00pm, Monday to Friday

Provide 3rd level technical support for Agents in a “Bring Your Own Device” (BYOD) environment.

Agent helpdesk professional providing direct customer support to resolve technical issues, as well as “how-to” and technical support for the growing Client Application suite. Provides feedback and support to team members and other IT staff to collaboratively work towards timely problem resolution. Gather information and problem-solving data for the benefit of the team.

• Primary responsibilities include but not limited too, basic technical support and assistance delivered remotely.
• Will be required to respond to customer inquiries on technical products and services, including installation, troubleshooting, and maintenance.
• Will be expected to document customer interactions utilizing a ticketing software (ServiceNow) to log incidents and resolution.
• Should be able to resolve problems and escalate as needed.
• May require a college degree or technical certificate(s) along with 4+ years of relevant experience. Professional demeanor and communication skills are a must.
• Must be able to support the various hardware our customers use for their business.

Candidate must have strong troubleshooting skills / knowledge in the following areas required to support our customers:

• O365 support for email client (Outlook)
• knowledge of Windows OS (Win 10 and 11), Microsoft application features and troubleshooting
• knowledge of MAC operating system
• Encryption support (Bitlocker / Filevault)
• Wireless and Wired Internet connectivity
• Assist with troubleshooting spyware and virus problems
• Assist with configuring email on mobile devices
• Effective analytical and problem-solving skills
• Strong customer service focus; is always seen by customers as professional and helpful
• Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions
• Possess knowledge of desktop hardware and software and able to address issues by following established procedures
• Ability to probe customers to determine the actual nature, or underlying cause, of a user problem
• High level of maturity and sense of responsibility and urgency
• Must be able to work in a team environment