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Job Description:
ESSENTIAL FUNCTIONS:
Proper handling of end user requests
Keeping customers informed on the status of their requests
Ability to talk-troubleshoot and type at the same time (solid documentation skills)
Showing proper urgency for customer issues
Resolution of level one issues - Following knowledgebase articles and procedures
Identifying recurring issues
Investigation of automated system alerts
Troubleshooting and problem solving skills put to use daily
Team Focus:
Person should desire to remain on the forefront of industry practices and technologies
Takes personal responsibility for meeting commitments
Ability to work quickly and accurately
Motivated, wants to help people, desires to use new and creative ideas
Eager to acquire new knowledge
Responsible for meeting Technical Support Representative Scorecard Goals
Qualifications:
Understanding of the basics of Active Directory, Microsoft Server OS
Comprehension of network basics, such as TCP/IP, Ping, Trace Route
1+ Years of technical support or IT desk side support
Solid troubleshooting skills
Fluent in English, valid Michigan Driver's License
Ability to work in cross-functional teams
Excellent oral and written communication skills
Available for multiple shifts, including afternoons and/or overnights
CompTIA+, Network+, or Security+ a bonus, but not required
What will make you a good fit for the role?
What will make you a good fit for the role?
Seasoned and experienced professional
Has full understanding of specialisation area
Resolves wide range of issues in creative ways
Fully qualified, career level, career journey-orientated
Uses good judgement in selecting tools and methods to solve problems
Networks with senior internal and external people in own area of expertise
Receives little instruction on day-to-day work, receives general instructions on new assignments
Academic Qualifications and Certifications:
Typically requires extensive related experience with a bachelor’s or equivalent degree
Relevant Certification beneficial
About Company:
