Technical Support - Level 2
报告服务台管理员 FLSA 状态 不免职位概述远程为客户提供 ITVoIP 和宽带支持。通过解决问题，解决方案和最终解决方案来解决问题，同时提供典范的客户服务。必须技术能力和自主启动，具有强大的组织性和客户服务技能。客户服务心态强有组织性和时间管理技巧优秀的口头和书面沟通技巧强有人际关系能力可靠的计算机，网络和软件的坚实理解经验使用 MS Office 应用：Word,Excel,Outlook 高关注细节 之前的 ConnectWise 或其他门票系统经验需要时加班能力和愿意在高压环境中工作的能力和愿望 在协作团队环境中工作能力和愿望快速学习新技术和软件责任和职责 安装和配置硬件和软件根据 SLA 指南响应门票记录，跟踪并记录帮助办公室请求问题解决过程包括采取到最终解决方案的行动及时回复要求和问题的提供远程支持终端用户协助会议所需 AV 设置 帮助新雇员培训基本 IT 需求。为用户设置新的工作站 （部署设备，检查帐户设置）.大量使用 Windows 和 Mac OS 设备 在主动目录中工作的能力测试新技术 为人员创建培训目的的文档解决1级支持门票了解 VoIP 平台理想 3CX 解决宽带连接问题理解网络基础设施原始地发布在喜马拉雅山
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Reports To Service Desk Manager FLSA Status Non-exempt
Job Overview
Provide IT VoIP and Broadband support for clients remotely. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.
Customer service mentality
Strong organizational and time management skills
Excellent verbal and written communication skills
Strong interpersonal skills
Reliable
Solid understanding of computers, networks and software
Experience using MS Office applications: Word, Excel, Outlook
High attention to detail
Previous experience with ConnectWise or other ticketing system
Ability and willingness to work overtime when needed
Ability and willingness to work in a high-pressure environment
Ability and willingness to work in a collaborative team environment
Ability and willingness to quickly learn new technology and software
Responsibilities and Duties
Install and configure hardware and software
Respond to tickets in accordance with SLA guidelines
Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
Respond in timely manner to requests and issues
Provide remote support to end users
Assist in AV setups as needed for meetings
Assist new hire training for basic IT needs.
Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices
Ability to work in Active Directory
Test new technology
Create documentation for staff for training purposes
Resolve Tier 1 support tickets
Understand VoIP platforms ideally 3CX
Troubleshoot broadband connectivity issue
Understanding of Network infrastructure
Originally posted on Himalayas