Help Desk

What Will You Do?

• Respond quickly and effectively to escalated 3rd level technical issues in accordance with call center procedures


• Final escalation person. Must have technical expertise to effectively resolve technical issues to efficiently meet customer needs


• Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with 3rd level support, as required


• Conduct 3rd level computer diagnostics to investigate problems


• Update technical manuals. Develop training materials and operating procedures in the proper use of hardware or software


• May research technical documents and feature lists


• Act as a subject matter expert and point of escalation for lower level technicians on Win-dows 7; Peregrine tickets; Service Manager among other technology


• Make recommendations for hardware/software upgrades etc. which are applicable to the client technical environment/direction

What Do You Need to Succeed?

Must-have:

• Certification, college degree or BA in Technology, Computer Science or equivalent training


• 5-9 years experience in computer customer service


• 5-9 years in a call center environment


• Hands-on experience in the troubleshooting and break/fix of applications and/or hardware

Nice-to-have:

• MCP (MS Certified Professional)


• MCSA (MS Certified Systems Administrator)

Skills & Competencies:

• Knowledge and experience on call center management system


• Expert knowledge of Win-dows XP/VISTA/2000 and LAN/WAN environment


• Familiarity with MS Office Suite, Blackberry, and MS Outlook


• Expert knowledge of processors, electronic equipment and computer hardware and software


• Expert knowledge of industry standard hardware/software


• Hands-on experience in troubleshooting and break/fix of applications and/or hardware


• Expert ability to comprehend specialized technical documentation and apply knowledge to resolve technical issues