Resolves technical problems that originate by telephone in a call center/help desk environment.
Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
Provides technical support to users for either PC, server or mainframe applications and hardware.
Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Recommends systems modifications in order to reduce user problems.
Function Specific: Ability to use a variety of end user support processes deployed by IT Service Management (ServiceNow), Communication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.
Technology: Understanding of an end user's experience and challenges using the technology and service. Acquire and maintain knowledge on IT services and solutions that customers use.
Must Have: Active Directory account administration, End Point deployment, ERP Experience, SQL Server Administrator
Nice to Haves: Hyper V administration, Microsoft Server Administration, O365 Administrator, Windows 11/10 Microsoft Admin Management
