Tier 1 Technical Support
Swinerton Inc.
Roseville, United States of America
2 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Intermediate Compensation
$ 73KJob location
Roseville, United States of America
Tech stack
Microsoft Windows
Microsoft Active Directory
Distributed Computing Environment
DNS
Issue Tracking Systems
Microsoft Office
Remote Access Technology
TCP/IP
Wide Area Networks
CompTIA Strata - PC Hardware Technology Engineer
Computer Network Technologies
Software Troubleshooting
Computer Equipment
Job description
- Receive and screen incoming requests from internal customers via telephone, email, chat or website, and properly identify services to be performed
- Log, track, and resolve requests via ticketing system
- Maintain or exceed Service Level Agreement to business customers
- Provide consistent communication and follow up with customers to ensure proper levels of service
- Analyze and resolve a high percentage of initial customer calls based on support provided instructions in an accurate and timely manner
- Determine customer needs and evaluate request against standard Company policies and procedures
- Identify and document problems potentially requiring on-site support
- Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support
- Setup, configure, and deploy personal computer hardware and software and maintain and document computer and software assets
- Complete other responsibilities as assigned
Requirements
- 2+ years experience providing support in an Enterprise/Corporate environment
- Associates or BS degree in any discipline and/or Microsoft and/or CompTIA certifications preferred
- Strong software troubleshooting skills and prior experience with Fresh service or equivalent ticketing systems
- Desktop and Laptop hardware familiarity (Lenovo a plus)
- Experience with Windows 7, 8, and MS Office 2010 support & troubleshooting
- Printer and general application support, installation & troubleshooting
- Basic Active Directory knowledge, password resets & group memberships
- Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS
- Knowledge of Remote Control/Remote Access tools and methodologies
- Detail oriented, strong problem solving skills, and capable of working with minimal supervision
- Ability to work independently and as a team member within established policies and procedures
- Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly
- Ability to work with aggressive timelines and targets
- Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment
- Ability to multitask efficiently; plan, organize, and prioritize tasks and activities
- Ability to fully identify and confirm expectations, accept responsibility of assigned requests
- Ability to communicate timely, effectively, and clearly to the appropriate audience
- Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete
- Ability to maintain responsibility while communicating status, until the customers receives their expected result or communicates to the customer the transfer of accountability to another individual
- Excellent English verbal, listening, and written communication skills
- Professional phone etiquette; able to handle/defuse angry customers