Help Desk
3 weeks ago
What Will You Do?
- Respond quickly and effectively to escalated 3rd level technical issues in accordance with call center procedures
- Final escalation person. Must have technical expertise to effectively resolve technical issues to efficiently meet customer needs
- Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with 3rd level support, as required
- Conduct 3rd level computer diagnostics to investigate problems
- Update technical manuals. Develop training materials and operating procedures in the proper use of hardware or software
- May research technical documents and feature lists
- Act as a subject matter expert and point of escalation for lower level technicians on Win-dows 7; Peregrine tickets; Service Manager among other technology
- Make recommendations for hardware/software upgrades etc. which are applicable to the client technical environment/direction
What Do You Need to Succeed?
Must-have:
- Certification, college degree or BA in Technology, Computer Science or equivalent training
- 5-9 years experience in computer customer service
- 5-9 years in a call center environment
- Hands-on experience in the troubleshooting and break/fix of applications and/or hardware
Nice-to-have:
- MCP (MS Certified Professional)
- MCSA (MS Certified Systems Administrator)
Skills & Competencies:
- Knowledge and experience on call center management system
- Expert knowledge of Win-dows XP/VISTA/2000 and LAN/WAN environment
- Familiarity with MS Office Suite, Blackberry, and MS Outlook
- Expert knowledge of processors, electronic equipment and computer hardware and software
- Expert knowledge of industry standard hardware/software
- Hands-on experience in troubleshooting and break/fix of applications and/or hardware
- Expert ability to comprehend specialized technical documentation and apply knowledge to resolve technical issues
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