Level 1 Support Technician
1 week ago
Being a Level 1 Support Technician is a very important job You are the initial face and impression on the customer from a support perspective. Customers are our number one priority at BroCoTec and our Level 1 Support Team is a key factor in maintaining a high level of satisfaction. The Level 1 Support Technician’s primary responsibility is to provide initial contact with the customer and identify incident or request details.
Main Job Responsibilities:
● Answer Support chats with a smile
● Clarifying BroCoTec Policies to Customers
● Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, ticket routing and escalation to Level 2 and Level 3 support
● A Level 1 Support Technician gathers and analyzes information about the user’s issue and determines the best way to resolve their problem
● Escalation to IT applications support or call for outside vendor maintenance (Level 4), as needed
● Level 1 may also provide support for identified Level 2 and Level 3 issues where automated solutions have already been provided and documented
● Monitor BroCoTec Servers and Alarms via Automate and escalate issues when appropriate
● Other duties as assigned by Team Leads, Supervisors
Knowledge Skills and Abilities (Expectation after 90 training period):
● Familiarity of Windows 2019 and 2022 Server
● Familiarity of Windows 11 and Mac OS
● Familiarity of Active Directory
● Skillful customer relationship techniques
● Ability to respond tactfully and courteously with customers who have inquiries and complaints
● Ability to operate a variety of office equipment (Printers, mobile phones, tablets, etc.)
● Ability to work in situations with hostile customers
● Ability to understand and carry out oral and written instructions
● Excellent oral and written communication skills
● Advanced typing skills
● Excellent team skills and proven ability to effectively interface with a wide variety of people
● Strong analytical and problem solving skills and ability to work in a detailed manner
● Ability to reboot servers
● Ability to adapt to rapidly changing corporate needs
● Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices
This position is on-site and located in the Clear Lake area of Houston (77058 zip code). You must be able to commute daily to the office location.
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Level 1 Support Technician
1 week ago
houston, United States BroCoTec Full timeBeing a Level 1 Support Technician is a very important job! You are the initial face and impression on the customer from a support perspective. Customers are our number one priority at BroCoTec and our Level 1 Support Team is a key factor in maintaining a high level of satisfaction. The Level 1 Support Technician’s primary responsibility is to provide...
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Level 1 Support Technician
1 week ago
Houston, United States BroCoTec Full timeBeing a Level 1 Support Technician is a very important job! You are the initial face and impression on the customer from a support perspective. Customers are our number one priority at BroCoTec and our Level 1 Support Team is a key factor in maintaining a high level of satisfaction. The Level 1 Support Technician’s primary responsibility is to provide...
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