L1 Helpdesk technician

03 Dec 2024

Vacancy expired!

One of your direct client is looking for

L1 Helpdesk technician for NJ Location. Please share the suitable profiles that meets our requirement.

Client: Ultragenyx

Location: NJ (Need to start from Day1)

Job briefWe are looking for a competent

L1 Helpdesk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice, work on them to solve them. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution and work on them as required If it falls under L1. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Experience level - 5+ years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience

Responsibilities
  • 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

Requirements
  • Proven experience as a

    help desk technician or 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)
Initial support level responsible for troubleshooting and resolving basic end user issues; gathers as much information as possible from the end user (including, but not limited to: computer system name, screen name, error or warning messages, log files, etc.); all activity is managed in ServiceNow; Level 1 typically handles straightforward and simple problems (for example, password resets). If Level 1 is unable to resolve, ticket is escalated to defined support team (L2, L3, Executive Support). Regards

Madhusudana

Marlabs

Inc. | One Corporate Place South | Piscataway, NJ 08854Tel: X1132 | Fax|

  • ID: #23787577
  • State: New Jersey Jerseycity 07097 Jerseycity USA
  • City: Jerseycity
  • Salary: $30 - $40
  • Job type: Contract
  • Showed: 2021-12-03
  • Deadline: 2022-01-23
  • Category: Et cetera