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3 months ago
Salary band: $10k - $15k
Location: North America, United States, New Mexico, Albuquerque
Job type: Permanent
Contact: LightHouse Business Information Solutions
Category: Engineer
Job Description

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.

Essential Functions
. 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

Company Description
LightHouse Business Information Solutions, LLC is the area's leading source for IT services and solutions.Our company is built on the foundation that our clients' satisfaction is our number one priority. Since 2003, LightHouse has been providing innovative, comprehensive technology solutions to small and medium-sized businesses throughout the Southwest. We provide organizations with managed IT and support services, cloud computing and hosting services, systems integration services and leading-edge hardware and software from the top industry manufacturers.

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