Responsible for providing technical assistance and support related to computers & peripherals. Responds to client support tickets, runs diagnostic programs, isolates problem, and determines and implements solution. Provides a combination of remote support and field work.
. Respond to level I support requests quickly and efficiently without assistance and within Service Level Agreement requirements.
. Resolve level I support requests on first response / time entry (first call resolution).
. Utilize Connectwise to ESCALATE level II and III support requests appropriately.
. Work with level I support team and Client Service Coordinator to manage support request queue to an end of day target of zero queued requests.
. Assist with projects in the areas such as onboarding, setup, and deployment.
. Utilize client site documentation platform to provide detailed documentation of client site network infrastructure and changes.
. Utilize Connectwise to enter all time in real time.
. Utilize Connectwise ticketing for all activities to provide good, detailed notes on activities and support request resolution.
. Demonstrate continuous learning through execution of training plan and achievement of certification goals.
. Maintain individual client satisfaction rating of 95% or better
. Maintain a level of expertise with a specific technology or product and act as the product champion. This includes providing team training, documentation, and vendor management.
Knowledge, Skills & Abilities
. Demonstrated track record of providing superior customer service & building strong client relationships
. Exceptional people and communication skills, especially over the phone
. Exceptional problem-solving and analytical skills. Utilize a systematic approach to troubleshooting
. Outstanding organizational skills
. Ability to set realistic expectations and meet commitments, build trust
. Team player
Experience, Certifications & Education
. Experience with computer equipment and systems, primarily desktop operating systems and software
. Basic understanding of network systems and concepts, OSI model, etc
. Must be proficient in MS Outlook & Word
. Experience using Professional Services Automation and Remote Monitoring & Management tools in a managed services environment a plus
. Excellent communication, interpersonal, and organizational skills
. Must be an effective listener with ability to take initiative
. Ability to work independently as well as part of a team
. Current CompTIA A+ and Network+ certification