Summary:
Responsible for handling first level support and service requests. This relates to all supported technology including but not limited to: workstations, servers, printers, routers, switches and applications.
Essential Duties & Responsibilities:
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Support of backup and disaster recovery systems.
- Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
- Maintain accurate time and records in all service tickets as performed.
- Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
- Communicate with customers as needed regarding ticket progress, changes or agreed outages.
- Escalate service requests that require level 2 support in a timely fashion to prevent breech of SLA.
- Work with all team members to implement and improve Company best practices.
- Utilize central management tools to resolve customer issues with minimal customer impact.
Scope:
- Perform fast turnaround of customer requests.
- Communicate effectively with the customer regarding issues and potential problems.
- Report to management potential problems with customer’s computers, configurations and/or environment.
Experience Level:
- 1-3 years of relevant experience as a service desk technician including phone, remote support, and hands on
- Excellent verbal and written communication skills
- Strong working knowledge of Microsoft Applications
- Excellent Customer Service Skills
Certifications:
Actively working on one relevant certification track:
- A+/Security+/ Network+