Acting as the first point of contact when our clients need our help
Answering incoming calls and emails in a friendly and efficient manner
Solving a variety of IT concerns and assigning tickets to Technicians
Explaining technical terms in a way clients can understand
Providing the high-end customer service our clients expect
Thoroughly and accurately understand issues and analyze the problem in a systematic fashion.
Analyze each specific request and determine the underlying problem and recommend proper solution.
Understand and execute standard escalation procedures with tier two (engineer) support.
Strong communication skills to be able to work with employees to troubleshoot technical issues.
Ability to respond calmly to high pressure situations and to professionally communicate with nontechnical staff, executives and vendors
Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory, Exchange, desktop imaging.
General issues resolution for Exchange, MDM, BES, Citrix, Firewalls, VPNs, Polycom Phone and Video Conferencing and other more advanced pieces of infrastructure.
Experience with Mobile device support, desktop imaging, and Microsoft Teams
How You Will Excel:
Customer Service & Communication – a natural eagerness to assist others and the ability to communicate clearly
Troubleshooting & Problem Solving – can make good decisions quickly in a dynamic environment
Multitasking & Time Management – every hour brings new opportunities, being able to keep track of your day is critical
Love of Learning – we want you to be successful and learn all you can about the IT world
Your Skills and Experience:
Technical aptitude and general experience resolving issues with Windows OS, O365, AV tools, mobile devices, VOIP, Active Directory, firewalls/switches, and other infrastructure requirements
Excelled in customer service positions: answering phones, emails and interacting with clients throughout an active day
Consistently exceeded customer expectations through extraordinary service
Industry certifications pertaining to infrastructure, security and cloud technologies are a plus
Excellent organizational, time-management, verbal and written communication skills
Microsoft (MCP, MCSA) certifications preferred
3-5 years customer service related experience,
2-3 years working as a sole technical resource preferred
1-2 years' experience supporting backend IT infrastructure such as Exchange, Citrix and Active Directory