Responsibilities
- Serve as the first point of contact for customers seeking technical assistance.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Follow-up and update customer status and information.
- Work with vendor(s) to provide resolution to issues related to third party services.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Meet ticket service level agreements (SLA) as defined by management.
- Accountable for time-tracking daily activities and recording in Connect.
Qualifications
- Network experience: SonicWall firewalls and Ubiquiti APs a plus.
- Experience with Remote software to connect to client’s devices: Connectwise a plus.
Screening Criteria
- Bachelor’s degree in information technology, computer science, or an equivalent combination of education and related work experience.
- Minimum of one (1) to two (2) years of hands-on experience providing technical support in an IT environment.
- Must have a stable employment history
