Technical Phone Support Analyst

  • 3coast,
  • The Woodlands, TX
Office 365, Windows 10 and 7, SharePoint, phone support troubleshooting
Contract Independent, Contract W2, Contract
N/A
Work from home not available Travel not required

Job Description

Position:  Technical Phone Support Analyst 

Type:  Contract Position (phone support level 1 and 2)

Job Number:  SC15472

Location:  The Woodlands

Required Experience:  Office 365 experience, Windows 10 and 7 experience and some SharePoint exposure, heavy experience with phone support troubleshooting

Description:

  • Must be the majority phone support with EXCELLENT customer service
  • Responsible for customer-facing call center support activities via Global Call Centers.
  • Provides remote support by resolving incidents, takes ownership and responsibility of an issue from start through resolution, escalate issues and involve experts as required.
  • Works with various “resolver groups” as needed.  Monitor ticket queues, track outstanding calls and work orders.  Support services may include, but not limited to:
    • Windows domains, Active Directory, Terminal Server, Mobility Support, Printers
    • Internet, Hardware, VPN
    • Office 365 and SharePoint, Lotus Notes + / Outlook
    • Windows 10 and Windows 7
    • Storage, Network, Security, Applications and Client Services
    • Internal global business applications (e.g., SAP, E-Business portal, etc.)
  • Perform new user account administration and terminations.
  • Assist with facilitating the restoration of normal operational services with minimal business impact.  Adheres to call center process compliance and improvement initiatives. 
  • Leverages company's social networking capabilities to capture support activities and help support end-users.  Promotes self-service tools and the knowledge repository.
  • Maintains a general knowledge of company guidelines and procedures.

Experience:

  • Must be the majority phone support with EXCELLENT customer service
  • Experience working in a fast-paced multiple environment is highly desirable.
  • Must have experience supporting Windows 10, Office 365 and SharePoint.
  • Must have a level of proficiency with Internet, Email, and Microsoft programs (Excel & PowerPoint). 
  • Working knowledge of Windows domains, Active Directory, Terminal Server, Mobility Support, Printers, VPN & Lotus Notes.
  • Fluency in verbal and written English.  Other languages are an extra (but not required).
  • Experience with ITIL framework, ITIL V3 Foundation certification would be a plus. Information Technology or Systems certifications would be considered a plus.

Posted By

Sally Culley

Dice Id : itjobs
Position Id : SC15472
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