Associate Help Desk Engineer

5 days ago

St Louis, Missouri, United States InterVision Systems Full time
Job Title: Associate Help Desk Engineer

InterVision Systems is seeking a highly skilled and customer-focused Associate Help Desk Engineer to join our team. As a key member of our Operations Center, you will provide technical support to users, resolving a variety of technical problems and providing support for all assigned areas.

Key Responsibilities:
  • Provide technical support to users via phone, email, and remote access tools.
  • Resolve technical issues within scope guidelines and escalate issues according to procedural documentation and training.
  • Preserve and grow knowledge of help desk procedures, products, and services.
  • Report major outages to OC Manager or delegate.
  • Create and update trouble tickets using corporate ticketing system.
  • Ensure customer SLA commitments are met consistently while providing a high level of customer satisfaction.
  • Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.
  • Enthusiastically meet or exceed performance metrics as set forth by management.
Requirements:
  • 2+ years of direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
  • Excellent technical and non-technical written and verbal communication skills.
  • Ability to multi-task while following established guidelines, policies, and procedures.
  • Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
  • Support rotational duties and be willing to work nights, weekends, and holidays.
  • Reliable transportation and ability to travel to other locations, as needed.
  • Quickly adjust to priority changes or work assignments without sacrificing quality.
  • Basic experience performing remote support via telephone, email, and remote access tools.
  • Knowledge of PC and desktop hardware and software troubleshooting.
  • Mobile Device synchronization and administration.
  • Active Directory user, group administration, and file replication and site replication troubleshooting.
About InterVision Systems:

InterVision Systems is a leading strategic service provider (SSP) that assists IT leaders in solving the most crucial challenges they face. We offer a wide range of services and solutions that organizations need to thrive in today's dynamic IT market, including datacenter and cloud transformation, IT resiliency, modern communications, remote workforce, and advanced data analytics.

We operate multiple Tier 3 and Tier 4 level data centers, which are SOC II Type 2 compliant specific and certified in Confidentiality and Security. InterVision has received some of the technology industry's most prestigious awards and acknowledgements, including being named one of Inc. Magazine's 5000 Fastest Growing Private Companies.

We hold the highest certifications and partner levels with leading technology vendors, and we have teams of trained, certified engineers supporting their solutions. If you are looking for a challenging role as an Associate Help Desk Engineer, we want to meet you.

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