Technical Support Specialist

1 week ago

Harrisburg, Pennsylvania, United States PC Network Full time

Job Overview:
Technical Support Specialist Level I $16-$17.00/hr. DOE
Full Time. Long-term opportunity
Multiple Shifts, Multiple Openings

PC Network offers its employees competitive compensation and a comprehensive benefits package. Employees can enroll in Major Medical, Dental, and 401(k) savings plans.

Employees enjoy 120 hours of Paid Time Off (PTO) each year (3 weeks) along with six (6) paid US holidays and one (1) floating holiday.

Summary


PC Network is seeking a Technical Support Level I Agent to assist a client and ensure adherence to contractual service levels by providing prompt responses, exceptional customer service, and technical first contact support.

The Technical Support agent will be expected to effectively communicate customer needs and collaborate with various second-level teams and third-party service providers.

Inquiries to the Technical Support can be diverse and intricate, necessitating a strong understanding of IT topics and excellent interpersonal skills to help diagnose and resolve issues.

The Technical Support Agents will escalate problems and issues to specialized groups when necessary and serve as a Single Point of Contact for the customer until resolution.

Duties and Responsibilities:
1st Level telephone and other media contact support
Strive for a high level of first contact resolution
Respond to and resolve customer requests by delivering fast, efficient, and friendly service.
Accurately document calls and incidents
Manage time and workload to meet established service levels
Maintain data accuracy in our contact management system
Assign incidents and requests to the appropriate support group
Act as a single point of contact on incidents and problems logged
Perform necessary diagnostics to initiate the problem management workflow process
Provide clients with a reference number for their incident/request
Become multi-skilled as workload changes occur within the Service Centre
Champion, implement, or support change
Identify process efficiencies within the Service Centre and take corrective action to implement change

This position requires a successful drug screen and background check. To be considered for the position, candidates must be eligible to work in the United States without sponsorship. Relocation assistance is not provided.

Join the PC Network Team
Inquisitive. Honest. Collaborative. Our customers describe the PC Network team using these words. We recognize that our employees are the foundation of our success now and in the future. Therefore, we encourage our team members to be individuals, supporting teamwork, entrepreneurship, and authenticity. We seek individuals who are looking for enriching experiences and challenges in their projects and careers.

Our philosophy of a successful employee includes providing resources and tools readily available, such as mentors and continuing education, to facilitate long-term success.

PC Network is a dynamic IT services company, headquartered in the greater Philadelphia area and serving clients and partners globally.

We support our customers in over 20 countries and strive to be the leading DDI managed service provider in the world.


Equal Employment Opportunity Policy Statement

PC Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

In addition to federal law requirements, PC Network complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.


PC Network expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of PC Network employees to perform their job duties may result in discipline up to and including termination.

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