Vacancy expired!
- Excellent communication and technical skills.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role with experience handing voice calls, chat and email
- Hands-on experience with Windows/Mac OS environments and troubleshooting
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Experience handling VIP users and executive users.
- Familiarity with remote desktop applications like Bomgar or Team viewer or LogmeIn
- Working knowledge and experience with Service Now help desk tool
- Good understanding of Network concepts
- Ability to provide step-by-step technical help, both written and verbal
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in Service Now, Ensure all issues are properly logged
- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Refer to internal database or KB resources to provide accurate tech solutions
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Certification in Microsoft, Cisco or similar technologies is a plus
- Proven experience as a help desk technicianor other customer support role
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Strong active listening skills and excellent written and oral communications skills
- Customer-oriented and cool-tempered
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence
- Windows desktop OS, Windows10
- Microsoft Office 365 applications: Outlook, Word, Excel, Powerpoint
- OneDrive knowledge
- Remote access technologies (VPN, ZOOM)
- Basic Networking (TCP/IP, DNS, routing, subnetting)
- ID: #23791522
- State: New Jersey Piscataway 08854 Piscataway USA
- City: Piscataway
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2021-12-03
- Deadline: 2022-01-31
- Category: Et cetera