SUMMARY:The ITMS Support Specialistis responsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services. The Call Center Technician must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.
PRIMARY DUTIES include but are not limited to:
- Customer Satisfaction through the delivery of world class Support Services.
- Optimizing productivity while assigned to customer tickets or projects.
- Ability to prioritize work through ticket and project status.
- Troubleshoot and resolve basic hardware, software, and networking issues for users in a timely manner.
- Diagnose and resolve technical problems related to operating systems (Windows, macOS, etc.), applications, printers, and other devices.
- Log and track all issues reported through the helpdesk ticketing system, ensuring accurate documentation.
- Problem-solving and resolution of network issues and escalating where appropriate.
- Ticket Quality Control and Ticket Management.
- Customer Service including phone, video, and email communication.
- Occasional on-call responsibility/rotation.
- Participation in process improvement initiatives.
COMPETENCIES:
- Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.
- Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
- Ability to communicate effectively and professionally with all customer contacts.
- Ability to provide clear written communication for ticket/project updates.
- Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
- Excellent verbal skills for customer interaction.
- Excellent documentation skills.
- Dedicated to always providing exceptional customer service.
- Proficiency in all aspects of the core technical requirements.
- Strong team collaboration skills.
REQUIRED EXPERIENCE REQUIRED:
- 1-3 years experience in a Call Center/Service Desk environment.
- Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems.
- Ability to troubleshoot, Analyze, and configure hardware, software, and network issues.
- Proven track record and experience with Microsoft, Mac, and Virtual services.
- Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching.
- Working technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems and tracking work.
- 2+ years in a customer facing role, MSP preferred.
- 2+ years working with SaaS products.
PREFERRED CERTIFICATIONS/Skills:
- Microsoft Certifications preferred.
- Bonus point for Intune, Connectwise, Automate or N-Able experience.
- Virtualization technology certified a plus. (VM Ware)
- Experience with MSP tools like ITGlue or JIRA are a bonus.
