Overnight Technical Support Agent
1 week ago
IDR, Inc. is currently in search of an Overnight Technical Support Agent to become a part of our esteemed client’s team. This position offers a contract-to-hire opportunity within a dynamic and expanding organization.
*Please be aware that this role requires onsite presence during overnight hours (6pm-6am).
Key Responsibilities:
- Identify and resolve technical incidents by following established protocols.
- Conduct or oversee system health assessments and maintenance activities in accordance with set guidelines.
- Familiarize oneself with job scheduling applications, activation, monitoring, and data storage.
- Possess and communicate fundamental knowledge of server operating systems, file systems, and essential data recovery techniques.
- Demonstrate a basic understanding of networking protocols, principles, and concepts.
- Effectively communicate critical issues to the relevant personnel in a clear and concise manner.
- Comprehend the installation, configuration, and ongoing usability of computing devices and software.
- Perform remote troubleshooting of network and computing devices when feasible.
- Escalate unresolved matters according to established protocols.
- Provide training and orientation to customers regarding hardware and software usage as necessary.
- Maintain availability to respond to phone inquiries at all times.
- Take responsibility for addressing and resolving customer emails within designated timelines.
Essential Knowledge, Skills, and Abilities:
- Exceptional customer service abilities, embodying the role of the 'Voice of the Customer.'
- Strong organizational skills with attention to detail.
- Experience collaborating in a team setting, alongside the capability to work autonomously.
- Proficient in identifying and leading the resolution of issues to enhance customer service.
- Timely response to customer inquiries using established methodologies.
- Background in contact centers or helpdesk environments.
- Familiarity with Microsoft products such as Windows and Office, including troubleshooting.
- Experience thriving in a fast-paced work environment.
What We Offer:
- Competitive compensation package.
- Comprehensive benefits including Medical, Vision, Dental, and more.
- Opportunity to join a leading organization in the industry.
- A supportive and team-oriented work culture.
Why Choose IDR?
- Over 25 years of proven industry experience across four major markets.
- Employee Stock Ownership Program.
- Dedicated Engagement Manager focused on your success.
- Comprehensive Medical, Dental, Vision, and Life Insurance.
- Recognized as ClearlyRated's Best of Staffing Client and Talent Award winner for ten consecutive years.
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