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Company is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. Clients we serve conduct business in the areas of Banking & Financial Services, Healthcare, Insurance, Technology, Consumer Electronics, Retail & E-Commerce, Government & Public Sector, Media & Communications, Travel, Transportation & Tourism, and Automotive.
We are nimble. We bring speed, flexibility and transparency to every customer touch, every transaction and every service we provide. We take our values seriously and they are threaded into everything that we do.
Join us and BE the Difference for the world’s best brands!
Do you have a passion for a career in customer support? Company is now hiring for an Customer Support Rep!
The Help Desk Technician I is a member of the MSP Service Desk team. This team handles all incident-based customer support requests for ITaaS (IT as a Service) products and select ITaaS customer projects. The Help Desk Technician II primarily handles front line incident-based support, but may also be directly assigned project related tickets based on the complexity and priority of the request, or as ITaaS workload dictates. This position escalates issues to the Team Lead, MSP Service Desk and secondarily to the Manager, MSP Service Desk when additional technical assistance is required. The Help Desk Technician I interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition to owning and ensuring that support requests are resolved properly the first time, the Help Desk Technician I is also responsible for meeting ITaaS SLA’s.
Incident-based Issue Resolution
Resolve assigned customer technical issues
Escalate as required, within a proper time frame
Communicate to customers clearly, effectively and professionally
Monitor the progress of trouble tickets to ensure that all tickets reach final resolution and that end users receive appropriate communication
Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
Participate in On-Call/After Hours Rotation
Provide support and assistance to the System Administration and Engineering team with the delivery of customer communication, support and systems maintenance
Please contact Toni Cagle at ___@___(apply_to_show_email) with an updated copy of your resume if interested!
Desire to work in a fast-paced environment within the technology sector
Ability to prioritize and multitask work to ensure that time frames are met
SPECIAL SKILLS REQUIRED:
Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
Proficiency with troubleshooting shared network peripherals (Printers, Scanners, ETC.)
Centrally managed Anti-Virus Administration
Centrally managed cloud backup software
SPECIAL SKILLS DESIRED:
Proficiency with computer networking, including switches, SMB routers and wireless access points
Proficiency with virtual desktop administration preferably using VMware Horizon View
Proficiency with Office 365 application administration
Microsoft Azure experience desired*
Microsoft Group Policy object administration desired*
Centrally managed Anti-Spam Administration
Centrally managed cloud backup software
What we Offer:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
Company is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
Company - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.
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