Help Desk

microsoft, microsoft exchange, o365, vmware, vsphere, microsoft hyper-v, copier, printer, hardware, netapp, vcp, firewall, san
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

Position is responsible for handling customer s technical issues on a daily basis via telephone, email or onsite. First contact for all client technical consultation, while demonstrating superior professionalism in communication.

JOB DUTIES

The following job responsibilities are intended to reflect the major responsibilities of the job, but do not describe the minor duties or other responsibilities that may be assigned from time to time. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. Incumbent will be required to satisfactorily perform all essential functions of the job.

TECHNICAL KNOWLEDGE

  • Microsoft Windows Server 2008 R2 and Higher Microsoft Certifications a Plus
  • Microsoft Exchange 2010 and Higher
  • O365 Exchange Online
  • VMware vSphere 5.0 and higher VCP is a Plus
  • Microsoft Hyper-V 2008 and Higher
  • One or more SAN technologies NetApp a Plus
  • Experience with Printers and Copiers is a plus
  • Intermediate Networking and Firewall methodologies and hands-on experience
  • Windows Desktop OS Windows 7 and Higher
  • Hands on Laptop, Desktop, and Server Hardware experience
  • Experience supporting systems onsite and via a remote office

RESPONSIBILITIES

Customer Service/Support

  • Communicate with the customers in a professional manner at all times
  • Escalate customer service issues to the Service Manager
  • Walk customers through issues that can be completed over the phone

Dispatch

  • Log and respond to all customer requests for IT & MFD service and create call/ticket records in accounting system.
  • Review assignment of open calls for technicians in their respective territories and reassign if necessary to ensure the most cost effective and efficient method of dispatch
  • Daily monitoring of service tickets on hold, update customers proactively and escalate to management when applicable.
  • Establish and communicate priorities of all service tickets to appropriate parties.
  • Ensure all service tickets are held to a 4 hour response time and communicate change status to Customers
  • Work with Innovex Credit department when a service request requires credit review in order receive approval and properly release or hold service.
  • Track service tickets on hold requiring additional parts, understand anticipated arrival dates and inform customers throughout the process.
  • Perform inventory transfers in system if technician to technician swapping of inventory occurs.

Employee Communication

  • Communicate with employees in a professional manner
  • Limit communication with field service technicians to email and text unless necessary to use phone
  • Maintain proper lines of communication as it relates to separation of duties
Dice Id : 908307sc
Position Id : 6332304
Originally Posted : 2 months ago
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