- અનુભવ
- ૩+ વર્ષ
- પગાર
- —
- ઓપનિંગ્સ
- 1
- પોસ્ટ કર્યું
- એક કલાક પેહલા
- કાર્ય મોડ
- ઘરેથી કામ કરો
- શિક્ષણ
- Bachelor's degree in Computer Science or Associate degree plus two years relevant experience
- ફરી શરૂ કરો
- અરજી કરવી જરૂરી છે
કામનું વર્ણન
Position Overview
This role involves providing first-level technical assistance remotely and onsite within the NYC/NJ area. You will install and configure hardware and software, respond promptly to support tickets following SLA guidelines, and use various system management tools such as Remote Monitoring and Management software to address L1 and L2 service requests, incidents, and problems.
Key Responsibilities
- Install and set up hardware and software for end users.
- Respond to tickets efficiently, ensuring adherence to SLA requirements.
- Utilize Service Desk software and remote management tools to resolve technical issues and track resolution steps thoroughly.
- Manage escalations related to desktop, network, and server infrastructure tickets to maintain service quality.
- Create and maintain documentation for service management procedures to uphold engineering best practices.
- Communicate and collaborate directly with clients over phone, remote sessions, or onsite visits.
- Repair and replace equipment as necessary and assist in audiovisual setup for meetings.
- Deploy new workstations, manage user accounts including Active Directory and Office 365 provisioning.
- Perform fault diagnosis and basic troubleshooting for both incidents and problems.
- Support and assist in field deployments within the NYC/NJ region.
Daily Activities
- Handle incoming tickets and client communications through phone and email.
- Provide remote support by accessing client PCs via remote software.
- Maintain a positive and enthusiastic approach when interacting with clients.
- Coordinate internally and with third-party vendors to escalate and resolve tickets effectively.
Desired Skills and Qualifications
- Strong customer service and communication skills, both verbal and written.
- Reliable with keen attention to detail.
- Proficient understanding of computer networks and software, including TCP/IP, DHCP, DNS, and Domain Controllers.
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook).
- Experience with ConnectWise Manage Automate Remote, Bitdefender, and LionGuard preferred.
- Willingness and ability to travel to client sites and work overtime as required.
- Physical capability to lift up to 50 pounds.
- Quick learner with a passion for new technologies and software.
Qualifications and Experience
- Bachelor's Degree in Computer Science or an Associate Degree combined with at least two years of technical support experience.
- Required certifications include A+ and Network+ or their equivalents.
- Minimum three years of relevant technical support experience.