Desktop Support Specialist

4 days ago

Hanover, United States Futran Tech Solutions Pvt. Ltd. Full time

Desktop Support Specialist -L3

Exact location: is 1350 York St. Hanover, PA 17331

Job Summary
Dispatch Coordinator(primary role) - you will be responsible for keeping track of our dispatch cases with Supplier(s), ensuring all tickets and projects that require a 3P tech to be dispatched to client site are properly assigned/tracked and monitored.
Attending bridge calls from our customers, and contacting the Supplier and dispatch tech. This is both a relationship management position as well as a dispatching position, so you must ensure our client is satisfied with the speed and accuracy of our service.
In addition to strong customer service skills, IT Troubleshoot skills are required and as well as great organizational skills to assist site support at plant as needed

Duties and Responsibilities
• Take calls and service requests for projects and tickets and arrange the servicing with the Supplier technicians and all involved parties
• Contact the technicians as needed and coordinate the request with our client
• Log all service requests and dispatches
• Ensure we are in compliance with all labor regulations
• Relay billing information to appropriate people
• Manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues

Job Specifications:
Minimum education desired: Associate degree in a related field of study
Years of relevant experience: 3-5 years in a technical support role

Knowledge, skills, and abilities required:
• 3-5 years of relevant IT operational support experience
• Windows 10
Windows Server 2008/2012
• Active Directory, SCCM, Terminal Services
• Skill in promptly detecting, analyzing and resolving computer software and network problems, sometimes with little time or data.
• Strong organizational and prioritization skills
• Good written & verbal communication skills
• Strong technical documentation skills
• Ability to manage and operate under pressure professionally
• Passion for customer service
• At times will require after-hours support

Minimum Qualifications Desired:
• Ability to work independently, with minimal step-by-step instructions from a manager
• Fundamental knowledge of telecom and related equipment
• Ability to prepare oral and written reports and provide quality documentation
• Ability to effectively and carefully communicate and work through problems with customers on-site or remotely
• Strong problem-solving, analytical, critical thinking, and organizational skills
• Ability to multitask in a dynamic, fast-paced environment

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