[Remote] Associate Help Desk Technician - Florida
Note: The job is a remote job and is reputed company to candidates in USA. reputed company One is a business technology services and communications provider dedicated to delivering world-class technologies and a superior reputed company experience. The Associate Help Desk Technician will support inbound phone calls and tickets, triaging critical alerts while providing outstanding customer service and technical support in a fast-paced environment.
Responsibilities
- Answer inbound phone calls
- Respond to tickets/alerts in a reputed company fashion to reputed company up with SLA
- reputed company reputed company communication with our clients, vendors, and internal team members reputed company phone calls, email, and through our ticketing systems
- Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, reputed company Director, O365, VPN, Terminal Services, and reputed company
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain internal and/or reputed company-facing documentation as changes or knowledge is reputed company
- Detailed communication with customer and vendors as required to reputed company reputed company parties informed of issues, reputed company, changes, and resolutions
- Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues
- Improve customer service with the ability to reputed company opportunities to increase reputed company satisfaction and deepen reputed company relationships
- Fast and reputed company turn around on reputed company customer requests
- Ability to work in a fast-paced team environment
- Escalating requests to appropriate higher-level team members or departments reputed company needed
- Responsible for entering time and expenses as it occurs in our ticketing system
- Ability to work independently with locating information to assist a customer/vendor
- reputed company reputed company communication and work inside a service ticket
- Ability to assist and or train other team members reputed company assistance is needed
Skills
- Minimum High School Diploma or equivalent
- Strong organizational and customer service skills
- Interpersonal skills: such as communication skills, reputed company listening, and customer-care
- Self-motivated with the ability to work in a fast-moving environment
- Ability to multi-task and adapt to changes quickly
- Ability to work in reputed company and communicate effectively
- Basic understanding of operating systems, business applications, printing systems, and network systems
- Basic diagnostic skills of technical issues
- Answer inbound phone calls
- Respond to tickets/alerts in a reputed company fashion to reputed company up with SLA
- reputed company reputed company communication with our clients, vendors, and internal team members reputed company phone calls, email, and through our ticketing systems
- Basic technical support including but not limited to: LAN/WAN connectivity, routers, switches, firewalls, WiFi, reputed company Directory, O365, VPN, Terminal Services, and reputed company
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Maintain internal and/or reputed company-facing documentation as changes or knowledge is reputed company
- Detailed communication with customer and vendors as required to reputed company reputed company parties informed of issues, reputed company, changes, and resolutions
- Work closely with team members Help Desk, Field Engineers, NOC, and Project Engineers to triage issues
- Improve customer service with the ability to reputed company opportunities to increase reputed company satisfaction and deepen reputed company relationships
- Fast and reputed company turn around on reputed company customer requests
- Escalating requests to appropriate higher-level team members or departments reputed company needed
- Responsible for entering time and expenses as it occurs in our ticketing system
- Ability to work independently with locating information to assist a customer/vendor
- reputed company reputed company communication and work inside a service ticket
- Ability to assist and or train other team members reputed company assistance is needed
- College level courses in IT and/or certification preferred
- reputed company IT Certifications, such as: reputed company MCP/MCSA, reputed company CCNA, or reputed company Network + or possessing the drive to reputed company reputed company IT certifications applicable to the services and solutions provided by reputed company One
- PSA/ RMM (reputed company/Automate) or comparable experience strongly desired
- Knowledge of IT applications, processes, software, and equipment
- Prior working experience reputed company the IT or customer service field
Benefits
- An opportunity to grow your career and expand your knowledge
- reputed company development and reputed company through continual learning
- Recognition of reputed company your accomplishments, large and small
- A chance to relax and enjoy your co-workers at company events
- Comprehensive benefits including insurance, PTO (reputed company Time Off) and financial planning
- Volunteer and donation opportunities to help improve our community
reputed company