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Help Desk Specialist II

Eingestellt von ZenTech Consulting, LLC.

Gesuchte Skills: Client, Support, Network, Oracle

Projektbeschreibung

This is a long term, full time contract with our client.

PRIMARY JOB FUNCTIONS:

+Remotely resolve and/or reassign the resolution of hardware, software and application issues (workstations, notebooks, cell phones, pagers, applications, and client specific systems

+Resolve advanced level hardware and software problems that cannot be resolved by Associate I helpdesk employees Identified as technical and client service advanced support - provides day to day procedural and technical direction to other helpdesk and field associates

+Develop a solution that resolves the problem and delivers optimum value for our client and the customer to maximize productivity and achieve business results (PEP metrics)

+Take ownership for problem management

+Use a workflow based decision making process that considers the impact on the customer and key business results

+Use and share technical best practices with the customer and other team members to maximize customer value, productivity, and expense objectives

+Provides review and editing of established service processes using personal experience and solicited input of associates

+Provide service level agreement support to Associate I employees to ensure the team attains the contractual service levels

+Know all SLA matrices and participate in escalation processes designed to mitigate potential attainment failures

+May be required to provide customer satisfaction service results at customer meetings using presentations of services and discovery findings +Contributes to the development of technical and client service process documentation responsibilities as assigned

SKILLS REQUIRED:

+Able to demonstrate high level of technology proficiency in all areas required by the account assignment (Network, PC, Wi-Fi, hardware/software) +Able to demonstrate exemplary interpersonal and customer service skills

EXPERIENCE REQUIRED:

+5-15 years in a technical customer environment

EDUCATION REQUIRED:

+Holds or is expected to complete in 6 months at least 1 advanced technical certification (MCSE, CCNP, MS or Oracle DBA, etc.).

JOB TYPE: Full-time

SALARY: $21.89/hour

REQUIRED EXPERIENCE:

- Technical Customer Service: 5 years

REQUIRED EDUCATION:

- High school or equivalent

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

ZenTech Consulting, LLC.

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