Service Desk Technician II

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Job description

Our client, an IT Managed Service Provider, is seeking a Service Desk Specialist for an exciting contract to hire scenario. The Service Desk tech is a main point of contact for customers. As such, they are responsible for the delivery of reactive technical support, as well as emergency and scheduled onsite requests. The Service Desk tech will also provide continual improvement of processes and standards to provide a consistent client experience.

This position requires technical skills to be able to troubleshoot and resolve at least Tier 2 type of requests. (PC Support, Desktop Migrations, Basic Networking) But most importantly this position requires excellent customer service skills.

The qualified candidate must have the ability to communicate to clients and co-workers at technical and non-technical levels. Ideal candidate is self-directed, innovative, organized, flexible, and has the ability to maintain high quality standards.

DUTIES:

• Build and maintain a reference-able customer relationship. Exhibits a sense of urgency in providing quality service to clients and setting and managing customer expectations.
• Coordination of remote service via phone, email, web and chat.
• Managing ticket flow for remote service desk from initiation of service to completion of service.
• Triage technical support requests and prioritize response for technical resources and ability to develop resolution plan.
• Reporting of key metrics to senior staff.
• Assist with documentation and assuring client documentation is kept up to date with any new and relevant information for future support requests.
• Highly organized individual that proactively schedules client follow-up requests to assure their full satisfaction in services prior to ticket close out.
• Keep abreast of (new) product functionality - strive to become a product expert with the product solutions recommends and implements

REQUIREMENTS:

• 4+ years of Tier II Service Desk experience
• 2+ years of MSP experience
• Associate degree in related field or working towards this goal.
• Equivalent combination of education and experience accepted.
• Microsoft Certified Professional Certification preferred. Small Business Specialist preferred.
• Knowledge of networking fundamentals, ISP Services i.e. DNS/MAIL/HTTP
• Experience with firewalls, routers, switches, and Microsoft PC/Server products.
• Must possess good hardware, networking and PC operating system troubleshooting skills.
• Ability to rapidly learn and implement new technologies outside of base skill set.
• Must possess excellent oral and written communication skills.