Network Systems Engineer with Client Facing Skills
1 week ago
Join Base8 Inc, a leading provider of technology and business consulting services, as we continue to grow and expand our operations in the US and Canada.
We're offering a challenging role for an IT Field Technician T2 with Networking Experience to work in our Studio City, LA office.
Job Overview:
Base8 Inc provides superior service to our clients, focusing on attention to detail, following established processes, and adapting to various situations.
Responsibilities:
- Handle incoming technical support calls and tickets at clients' locations.
- Record actions, conversations, and work undertaken in the IT Service Management Tool (Connectwise).
- Use the knowledge base for known errors, and workarounds to aid diagnosis or resolution.
- Provide exceptional customer client service and client satisfaction.
- Primarily assist with more complex issues or with customers with unique processes.
- Solid understanding of contractual goals and Service Level Agreements (SLAs).
- Full competence in mobile technology, proven through testing, performance, quality, technical ability, efficiency, and system knowledge.
- Learning more advanced troubleshooting skills and techniques.
- May work on clients with unique requirements.
- Responsible for entering time and expenses in the ConnectWise ticketing system as it occurs.
Requirements:
- 3-5 years of experience as a Service Desk Analyst in a Service Desk environment.
- Excellent communication skills (must).
- Graduate or equivalent qualification ideally in an IT-related discipline.
- Active Directory, 0365, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting.
- Knowledge of ITIL Service Management best practices.
- Thorough analytical skills in varying technical issues.
- Ability to multi-task, adapt to quickly changing priorities, and maintain deliverables to clients.
- Technical awareness: the ability to match resources to technical issues appropriately and provide context to resources to engage effectively.
- Service awareness of all organization's key IT services for which support is being provided.
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