IT Support - Plano, United States - Fairway All Brands Page

Description

Job Description

Fairway Lawns is a Morgan Stanley Capital Partners portfolio company and a leading provider of residential lawncare services, including weed control and fertilization, in addition to complementary services including irrigation, pest control and tree and shrub maintenance.

We are currently seeking an experienced IT Support Engineer (Phone System) to join our team.

An IT Support Engineer (Phone System) plays a crucial role in providing technical support to end-users within an organization. The primary responsibility is to address and resolve issues related to Phone System (Five9), ensuring that employees can effectively utilize soft phone Five9. This role involves a combination of technical expertise, customer service skills, and problem-solving abilities. Looking for a team-player with strong communication skills, good customer service and experience working closely with all facets of IT Operations to address issues.

Responsibilities

• Respond to user inquiries and technical issues via phone, email, or in-person.
• Troubleshoot phone issues, migrating from one provider to another (five9), configuring voicemail, Caller ID functionality, etc.
• Lead Five9 migration during M&A.
• Setting up IVR for new Brands when they get migrated to Five9.
• Fix connection issues with Five9.
• Diagnose and troubleshoot hardware, software, and network-related problems.
• Guide users through step-by-step solutions and provide remote assistance when necessary.
• Install, configure, and upgrade hardware and software components.
• Perform routine maintenance tasks, such as system updates and patches.
• Collaborate with other IT teams for more complex system changes.
• Implement and enforce security protocols to safeguard information and systems.
• Log and track support incidents using a ticketing system.
• Prioritize and escalate issues based on their urgency and impact on business operations.
• Ensure timely resolution of incidents and adherence to service level agreements (SLAs).
• Collaborate with other IT departments to address cross-functional issues.
• Conduct user training sessions to enhance employees' IT literacy and self-help capabilities.
• Create documentation and knowledge base articles for common issues and solutions.

• Bachelor's degree in computer science, Information Technology, or a related field.
• Previous experience in a helpdesk or technical support role is advantageous.
• Proficiency in VoIP phone applications, Five9 preferred. familiarity with hardware components, networking concepts, and experience with common office software.
• Experience related to Caller Branding. (First Orion, Caller ID Reputation)
• Strong interpersonal and customer service skills with the ability to communicate technical concepts to non-technical users.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Ability to work collaboratively with other IT professionals and departments.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, often in a deadline driven environment.
• Ability to perform several tasks concurrently with superior attention to detail.

Preferred Skills:

• Experience with IP Phone Systems like Five9
• Experience in Call branding.