Vacancy expired!
Opportunity for outgoing, driven individual to provide a phenomenal customer experience. This position will be responsible for customer service and technical support.
RESPONSIBILITIES- Responsible for providing end user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS
- Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
- Triage Level II and Level III trouble tickets
- Collaborate with development staff to recreate problems in the test environment
- Verify with the customer that the issue has been resolved and update the ticketing system
- Documents, tracks and monitors the problem to ensure a timely resolution
- Interface with infrastructure, database, and development personnel on escalations
- Communicate plan, progress, and solve issues in a timely manner
- Actively contribute to ongoing process improvement
- Ability to complete multiple simultaneous projects in a timely manner
- Analyze and identify trends for devising preventative solutions
- Mentor other help desk personnel on hardware and software problem analysis and resolution
- Recognize, analyze, and know when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts
- Install, configure, and maintain desktop, VM/laptop PCs and peripherals such as printers
- Install and configure applications, operating systems, software, and upgrades
- Troubleshoot and repairing complex hardware and network connectivity issues
- Remove old equipment and perform data migration to new machines
- Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment
- Resolve complex hardware maintenance issues including cell phone, telephone, Internet\intranet connectivity (via satellite, DSL, cable modem and /or ISDN), laptop, desktops, A/V Displays , point of sale, kitchen display systems, back office servers and attached peripherals
- Provide support for external helpdesk(s), field service organization(s) and Brand specific Technology groups with application support and maintenance management
- Wireless/wired networking and VPN support for corporate and field-based users in multiple locations
- Printer support for network printers and field based multi-function devices, including network connectivity, software installation, minor repair and vendor management for major repairs
- User account management and troubleshooting in Active Directory, and Voicemail system
- Log all hardware and software on any desktop, laptop, server, PDA and\or peripherals. Ensure that appropriate asset tracking software is regularly run against any asset maintained by technician
- Log consumable inventory used by customer base, including completion of change inventory forms for all requested consumables by any customer
- Perform other duties or special projects as assigned
- Four year degree - preferred
- 2 - 4 years of related experience in a Microsoft Server environment
- A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization
- Must be a self-motivated professional who is dedicated to assist the customer in a tactful manner, even in the most stressful of circumstances
- Proven skills in technology troubleshooting
- Able to function effectively in a fast-paced team environment
- Quick to learn new systems and products
- Medium to high-level Microsoft Office 365 computer skills
- Extensive Microsoft Outlook knowledge
- Medium to high-level of Windows 10 knowledge
- Medium to high-level of Mac OS knowledge
- iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a huge plus
- Stays current on technology trends and passionate about technology
- After hours support on a rotational basis
- ID: #44402634
- State: Massachusetts Canton 02021 Canton USA
- City: Canton
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-07-27
- Deadline: 2022-09-24
- Category: Et cetera