- 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.
- Follow-up with tickets & escalations; update customer request status and information in our ticketing software.
- Ensure customers are updated on their request/issue with effective communication.
- Support Helpdesk team in solving unresolved issues, acting as the next level of support personnel
- Regular communication and interaction with the Help Desk Service Manager.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures, systems - make technology recommendations as you see opportunities to improve customer's experiences and setups
- Minimum of 5 years work experience strongly preferred
- Wirth quantifiable experience as an advanced Helpdesk technician or other technical customer service role supporting end users
- Excellent communication skills, with strong English proficiency
- Excellent troubleshooting skills
- Proven ability to diagnose and resolve technical issues
- Strong understanding of and experience with computer systems, mobile devices, and other technology products.
- Microsoft Office Suite + Windows Infrastructure
- Sharepoint, Azure, Windows Server experience a HUGE plus
- Mac, iOs, Android - you could be dealing with any of these too
- Expected to also have a wide range of experience with things like:
- Antivirus, printers, and VPNs
- Networks, firewalls, servers
- Phone systems
- CompTIA A+/Net+ certifications are a plus.
- Personal traits:
- Ability & willingness to continuously learn new software and hardware platforms.
- Ability to work under pressure while always maintaining a high degree of professionalism.
- Strong attention to detail, focus on customer satisfaction, and the ability to work as part of a team.
- Availability:
- Occasional nights and weekends as needed to perform off-hours maintenance, migrations, upgrades
- Participation in our on-call rotation. Trade-off is being fully remote the week you are in the on-call pool (no need to come into the office that week).
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Technical Support Engineer - Sterling Heights, United States - R&R LLC
Description
Job Description
Job DescriptionXpert Technologies needs advanced Support Technicians to join the team,.
You'll serve as a level of escalation for customers seeking assistance - anything that makes it past the Tier 1 level could be escalated up to you. You need to have good technical knowledge and be able to communicate effectively (both internally and externally) to understand the problem and explain its solution (again, both to Tier 1 and to the clients). You must be customer-service oriented and patient while managing all the tickets that get escalated up to you.
If you're a self-starter, someone able to effectively multi-task in a fast-paced environment, you'll do well here We look for people who can work independently, with minimal supervision, as well as coordinate and collaborate as part of a larger support team. Does that sound like you?
This is a direct hire (W2) full time position with full benefits (401k with match, Healthcare, Dental, Vision, Life, Cell Phone allowance, and more).
The expected schedule is 40-50 hours per week, Monday to Friday, around the hours of 8:30 am to 5:00 pm EST. This is a Hybrid role - 2 days per week in office, 3 days from home. There will sometimes be onsite requirements (local traveling to client locations, in a company vehicle or with mileage reimbursement).
This positions has a pay range of about $65k-95k, depending on your experience and abilities.
These would be your Major Responsibilities if you take on this role:
These are the Requirements we are looking for:
If this sounds like what you've been looking for, then let's get talking today
#ZR
