Provides first-tier technical support to internal and/or external users either remotely or at the customer’s desk regarding the installation, operation, move, configuration, customization, and usage of client hardware, software, network, and telecommunications systems.
Handles first-tier technical support via remote or desk-side customer assistance. Demonstrate professionalism and good customer service skills when working with internal and external customers. Use effective listening techniques to identify user needs. Leverage knowledge, experience, and/or historical information in troubleshooting service requests. Use industry best practices for adding/removing access to shared network drive folders. Identify, research, and resolve technical problems relating to PCs, printers, client software, and mobile devices. Escalate requests to second and third-tier technical specialists to provide resolution or root cause analysis. Alerts management to patterns of incidents or requests that indicate underlying infrastructure or process problems.
Job Type: Full-time