Job Description
The Service Support Technician provides first-level technical support, manages helpdesk tickets, and assists users with hardware, software, and network issues. This role requires strong problem-solving skills, technical knowledge, and a commitment to excellent customer service.
Job Duties: - Monitoring ticketing system
- Triage incoming tickets and emails, capturing essential information
- Responding to clients in a timely manner
- Closing spam/junk mail tickets
- Notifying Service Coordinator of escalations
- Collaborate with Tier 1, Tier 2 and Tier 3 technicians on escalated customer support requests
- Document resolutions and create knowledge base articles
- Must provide quality customer service skills in all forms of communication
- Recognize and communicate potential issues immediately for rapid resolution.
- Realtime tracking of ticket notes
- Resolving inbound customer calls and inquiries in a professional and empathetic manner
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Completing software installations
- Establishing good relationships with all departments and colleagues
- Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
- Striving for one-call resolution of customer issues while communicating appropriate options in a prompt and professional manner
Knowledge, Skills, and/or Abilities Required: - Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail
- Ability to effectively handle stress and pressure consistent with the job duties and industry
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to supply accurate time estimates for how long a task will take
- Professional, pleasant, and patient in demeanor
- Excellent organizational, written, and verbal communication skills are necessary
- Is self-motivated and can be self-directed when necessary
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
- Experience required with Windows operating systems
- Knowledge of office equipment (copiers, fax, printers, etc.)
- Understanding of support tools, techniques, and how technology is used to supply IT services
- Regular attendance and timeliness
Requirements: - Ability to prioritize tasks and adapt to changes quickly
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
- Must be able to work with a team and broad user community
- Ability to lift and move >50lb
- Must pass a background check
Credentials and Experience: - Engineer with a minimum of 1+ year experience
- Minimum 1 years’ experience – Windows 10
- Minimum 1 years’ experience – Office 365
- Minimum 1 years’ experience – Switching, VLAN (Virtual LAN), Routing
- Minimum 1 years’ experience – Wireless Networking
- Certification in the either of the following is a plus - Network+, A+
- Solid dependable engineer, follows directions and maximizes billing opportunities
- Consistently receives good client feedback
Job Tags
Full time, Work at office, Immediate start, Flexible hours,