Description:
TEKsystems is seeking 4 service desk technicians for a local client’s support team. There are two Tier 1 openings, one Tier 2 opening, and one Tier 3 opening. Experience requirements differ per position.
These positions work as members of a Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Service Coordinators as needed.
Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties & Responsibilities
Client Service
• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned
Documentation, Reporting and SLA’s
• Identify clients’ needs and report to vCIO or Service Coordinator
• Update documentation for client configurations or processes
• Communicate managed services installation and maintenance with the Network Operations Center (NOC)
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Service Coordinator and CXO
• Answer internal and external communications timely and professionally
• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Professional Development
• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis
Administrative
• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Tier1 experience requirements:
o 0-1 year of desktop support experience
o Some formal training
o Great attitude toward customer experience and great on the phone
Tier2 requirements:
o 1+ years of desktop support experience
o Great attitude toward customer experience and great on the phone
o Some Microsoft 365 user support
Adding people to groups
Understanding permissions in OneDrive/Sharepoint
o Familiarity with server administration
File server permissions
Troubleshooting connectivity issues
o PC Setup/Delivery experience
Tier3 requirements
o 5+ years of desktop support experience
o 2+ years of server administration experience
o Great attitude toward customer experience and great on the phone
o Solid Microsoft 365 user administration experience
Full understanding of permissions in OneDrive/Sharepoint
Familiarity with Azure Active Directory
o Network troubleshooting experience
o Experience configuring switches and firewalls
I am looking for someone that is familiar, but not looking for an expert
Core Competencies
• Ability to communicate and work effectively with end users over the phone and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Critical thinking and problem-solving skills
• Organized and detail-oriented
• Strong team player
Technical Skills
• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations
• RDP client support
• Office 365 account and client support
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile devices – smartphones, tablets and laptops
• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations
Education and/or Experience
• College or Technical degree preferred
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred
Language Skills
• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
• Valid Driver’s License
Physical Demands
• Regularly required to use hands to operate computer keyboard and telephone
• Frequently is required to walk and sit
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus
Skills:
Troubleshooting, o365, windows, System administrator, Infrastructure, Active directory, Windows server, Wan, Lan
Top Skills Details:
Troubleshooting,o365,windows,System administrator,Infrastructure,Active directory,Windows server,Wan,Lan
Additional Skills & Qualifications:
Customer service is a critical component in this role. The position will primarily be resolving tickets for and supporting non-technical end-users, excellent communication skills or experience with this is desired. Mac, or IOS experience is also a plus.
About TEKsystems:
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
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