Desktop Support Technician

1 week ago

Piscataway, United States Apex Systems Full time

Job Title: Field Delivery Resident - TC III

Location: Piscataway, NJ

Pay: $58/hr.

Contract: 12 months

Onsite requirement at Piscataway, NJ; Must be able to work on-call rotation


Responsibilities:

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
  • Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
  • Review and may resolve complex business issues.
  • Excellent communication skills. Add case resolution to KMS.
  • Understand and utilize Information Technology Information Libraries (ITIL).
  • Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.


Education and Experience Required:

  • Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. Advanced programs may be 2+ years.
  • Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level or equivalent experience. BA/BS or equivalent experience preferred.
  • 3-5 years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
  • Knowledge and Skills:
  • Excellent verbal and written communication skills in language to be supported.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem solving skills.
  • Software and hardware knowledge of computing, storage and peripheral devices.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support.
  • Ability to solve and document solutions for usage of other technicians and customers.
  • Ability to mentor new agents.
  • Ability to lead resolution activities with escalated customers.
  • Ability to contribute to technical action plans.
  • Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).

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