Overview
Skills
Job Details
Job Summary:
Responsible for Tier 2 software and hardware support of high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training. Serves as a lead to other Service Center Specialists.
Essential Duties:
Provide Tier 2 support of high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
Provide technical advice, guidance and informal training to customers using hardware and software programs.
Troubleshoot and restore more complex technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Provide expert level assistance with Microsoft Outlook, Microsoft Internet Explorer, and Microsoft Windows products.
Provide leadership and support to others on the team through mentoring and training.
Serve as first point of contact for support staff to clarify processes and procedures, priority levels and assignment, technical questions, problem escalations, and other Service Center related questions.
Oversee day-to-day operations to ensure staff are completing assigned tasks, following processes, and providing appropriate resolutions to customers.
Perform quality control by monitoring contact channels and actively provides feedback when defects are found; log all defects.
Manage escalations from other technicians and takes ownership of escalations outside of the T1 scope.
Communicate changes in processes and escalations to team.
Interface with the appropriate internal staff to assist with process mapping and problem articulation.
Contribute to knowledge database and ticketing system database to enhance quality of problem resolutions.
Perform root cause analysis and develops checklists for typical problems.
Recommend procedures and control for problem prevention.
Resolve user and machine access related incidents.
Work in a team setting, sharing information and assisting others with tickets.
Continually strive to improve processes, procedures, and work environment, seeking opportunities to innovate.
Required Skills:
High School Diploma or GED and 5 years' experience in a Call Center/Help Desk/Service Desk environment using and/or supporting Windows, Macintosh, Linux, PDA/Smartphone/Handheld technology; or equivalent combination of education and experience.
Skills & Abilities:
- Professional demeanor, strong customer relations skills.
Proven analytical, troubleshooting and problem-solving abilities.
Aptitude for understanding and troubleshooting technical problems.
Solid understanding of IP networking concepts, troubleshooting and diagnostics.
Advanced knowledge of Active Directory.
Expert understanding of PC hardware and connectivity components.
Solid understanding of IP networking concepts, troubleshooting and diagnostics.
Expert knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
Expert knowledge of LAN/WAN networking with an emphasis on remote connectivity.
Ability to multi-task in a fast paced, constantly changing environment.
Ability to work overtime, as needed.
Ability to type a minimum of 45 wpm accurately. Must be a touch typist.
Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
Ability to effectively and clearly deliver information to a range of audiences.
Ability to work well with others.
Ability to lift, up to 50 pounds.
Punctual, regular, and consistent attendance.
Excellent written and verbal communications.
Must be a team player and enjoy working in a customer service environment.
Excellent organizational skills.
Highly self-motivated and directed with a keen attention to detail.
Physical and mental demands of this role include those that must be met by an employee to successfully perform the essential functions of this job, as outlined above. Examples include: remaining in a stationary position for long periods of time; operating a computer and other office machinery; thinking, learning, and concentrating effectively and frequently communicating with other people; frequently moving about inside and travel between offices and laboratories; frequently conducting laboratory site inspections (if applicable), ability to handle the stress associated in meeting frequent, multiple and tight deadlines, ability to work in excess of 40 hours per week as workload and deadlines may require, consistent demonstration of mental stability and ability to have regular, reliable and predictable attendance.