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- Primarily responsible for providing software and hardware support for Medlines employees, sales reps, and Medline customers.
- Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities.
- Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved. These service levels include such topics as issue resolution duration, call answer times, dropped call rates, first contact resolution rate and customer satisfaction ratings.
- Provide technical advice, guidance and informal training to customers on hardware and software programs.
- Serve as the I/S Departments single point-of-contact for end-users. Provide technical advice, guidance and informal training to customers on hardware and software programs. In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.
- Enter call data into Medlines tracking system with enough detail that other I/S Technicians can pick-up the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date.
- Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team to allow the individuals being assigned the problem the ability to fully understand the impact, scope, diagnoses results and attempted changes to date without communication beyond the logged ticket.
- Suggest/present new knowledge base articles to assist others in the diagnosis and resolution of specific issues. Consider business processes and system interaction when creating this documentation. Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy document, etc. Work with Management as necessary to ensure departmental consistency.
- Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior team members, Team Leads or Managers. Follows documented procedures and checklists.
- 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
- Experience with most of the following: a call tracking system such as HEAT, SAP, Kronos, Outlook functionality, Help Desk practices.
- ID: #49422883
- State: Illinois Libertyville 60048 Libertyville USA
- City: Libertyville
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2023-03-07
- Deadline: 2023-05-06
- Category: Et cetera