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Desktop Support/Tech Support

Location in Miramar, FL
Position Description
Shift Hours: Monday - Friday, depending on shift assigned.
The goal of the Support Center is to provide timely, efficient, and accurate customer support. Support is key not only to internal users (employees) of the corporate IT services, but, also to external customers of our organization's products and services. Our customers base their perceptions of the overall quality of IT services based on their interactions with the support center since the support center is the front-line contact for the user community.
Key Qualifications and Requirements :
Two to four years' experience working in a high volume dynamic technical call center support position. Will consider technical school graduates with demonstrable strong technical abilities
Outstanding customer service and communication skills
Ability to pick up technical knowledge quickly and effectively
Ability to use technical knowledge to resolve technical issues efficiently
Familiarity with Internet software applications
Demonstrated in-depth knowledge and experience with Windows 7 & 8
Demonstrated in-depth knowledge and experience with Microsoft Office 2010 Suite and Office 365 Microsoft Exchange, Active Directory and Cisco VOIP.
Demonstrated in-depth knowledge and experience with IOS iPad tablet support
Demonstrated in-depth knowledge of Windows Networks, and other Microsoft compatible products.
Knowledge of the Virtual Private Networking, Citrix and remote tools a plus
A+, Network Plus, MCP or MCSA Certification a plus
Available for on-call after hours and weekend support
Experience project management methodologies a plus.
Ability to analyze data to provide trending with respect to levels of service.
Ability to negotiate/mediate/fact-find to determine resolutions via root cause analysis and provide executive summary of the each case.
Demonstrate excellent written skills
Provide primary liaison and customer service to the user community
Respond rapidly to user requests and logged incidents
Support the business by managing the service level agreements with the customer and ensuring commitments are met.
Participate in team projects that enhance the quality or efficiency of support desk service
Provide effective incident and problem resolution and endeavor to resolve as many of the calls coming in as soon as possible before routing tickets onto second-level through the efficient use of troubleshooting tools such as remote control, system administration tools and remote application deployment methods
Provide thorough call triage and information gathering prior to engaging second and third level technicians
Provide production support to line of business applications and services.
Handle license tracking and documentation for both workstation and servers
Provide support for Cell Phones and Smart Phone and Tablets computers.
Assist with order entry, order tracking and receiving of new purchases.
Ability to use remote tools to access workstations to rapidly resolve a customer's technical concerns.
Ability to excel in a changing environment which ranges from slow periods to high volume sessions.
General understanding of a complex multi-platform and client server computing environment.
Ability to monitor and understand network monitoring tools and react or escalate according to established policy and procedure.
Conduct post-mortem analysis on missed service level standards.
Investigate repetitive and systemic issues to determine root cause and work with functional teams to determine resolution strategy and implementation of solutions.
Perform analysis on Service Desk data to determine trends and early problem identification strategies.
Serve for on call rotations for critical tickets 24 x 7 and own tickets from start to finish.
On an as needed basis, assist PC Support with desk side support projects.

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