CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets.
  Delight our clients with a friendly, quick, and helpful experience.
• Provide clients with advanced remote troubleshooting.
  Provide clients or internal team with onsite installation & removal of equipment.
  Remote and onsite hardware maintenance and support.

USE OF OUR TICKETING SYSTEM

• Use our ticketing system to work on and resolve any helpdesk tickets & service requests.
• Managing and record all work through the ticketing system.
  Make sure that client documentation is well-maintained and up-to-date.
  Ensure that tickets aren’t stale or left unattended throughout the support process.

PROJECT WORK

• Configure and deploy workstations, network equipment, and software.
  Implement and support service requests and change requests from the company’s best standards.
• From time to time, the projects team will need additional resources to help deliver project deliverables according to company and project manager SOW.

COMMUNICATION, REPORTING & RISK

• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
• Required to submit timesheets & expense reports as indicated on company S.O.P.s.
  Create and maintain documentation for processes and procedures related to duties and responsibilities.
  Identify, Communicate, and Mitigate potential risks to the team lead, C.T.O., C.I.O. or clients.
• Develop in-depth knowledge of the Technagy service product offerings and how it relates to customer’s needs.

TEAMWORK

• Follow the schedule provided by the Team Leader and Service Coordinator.
• Particulate in daily huddles to help ensure the daily success and planning of the support team.
• Follow Standard Operating Procedures (S.O.P.s) for daily/weekly recurring tasks.
  Follow all our Security Procedures and keep a vigilant eye for potential security issues.
• Identify opportunities for improvement and make constructive suggestions for team and department improvement.
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO.

COMPETENCIES

• Advanced understanding of operating systems, business applications, printing, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
  Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
  Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s critical services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Candidates must have a valid driver’s license and access to a vehicle.

EDUCATION | CERTIFICATIONS

• Associate’s degree and above, preferably in computer science or a related Technical diploma, are encouraged but not required.
• Minimum of 3 years of I.T. or customer service experience.
  Required to have at least one professional certification from the information technology field.
• Ability to pass ITIL fundamentals certification within 180 days of employment.
• Required to take at least one technical certification test annually.