← Back to all jobs
Job Description
Responsibilities
- Deliver IT support to customers following the defined Support Playbook.
- Monitor incoming phone and ticket queues, replying within service level agreements.
- Watch for escalated tickets and respond within SLAs.
- Create clear, detailed ticket notes.
- Update and maintain documentation.
- Look for ways to reduce ticket noise to help customers operate more efficiently.
- Contribute to a growing knowledge base used by all engineers.
- Provide onsite support at customer sites as required.
Requirements
- Proficiency with all Microsoft Operating Systems, including the latest server OS versions.
- Solid experience with IP networking, including firewalls, switches, and wireless technologies.
- Proficiency with VMware.
- Proficiency with Remote Monitoring and Management.
- Experience with MS Office 365, Google Apps, Gmail, and antivirus programs.
- Experience with backup solutions.
- Strong customer service skills in a technical support environment.
- Experience engaging with customers over the phone or via electronic communications.
- Excellent verbal and written communication abilities.
- Experience documenting and managing technical requests.
- Ability to multitask and work independently as well as part of a team.
- Detail-oriented approach.
- Will-do attitude and readiness to take necessary actions to resolve issues.
Technologies
- Windows, Windows Server
- Firewalls, Switches, Wireless technologies
- VMware
- Remote Monitoring and Management
- Office 365, Google Apps, Gmail
- Antivirus software
- Backup solutions
- Wolters Kluwer CCH
Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- TuiĀtion reimbursement
- Vision insurance
Job Description
- Provide customers with timely confirmation of issue receipt, signaling that we are addressing the matter.
- Maintain well-crafted notes with detailed information to guide the issue through its lifecycle.
- Ensure the customer's issue is fully resolved to their satisfaction.
- Identify and address any additional needs the customer may have.
Desired Outcomes
- Confirm receipt and begin work on escalated cases within 30 minutes of creation.
- Resolve 95% of cases within 30 minutes or less of total work time.
- Resolve a minimum of 12 tickets per day.
- Update cases with exceptional notes whenever work is performed, and proactively inform the customer of status updates.
- Escalated cases include enough detail for Tier III to proceed without requesting additional information.
- Accurately track case details to produce dependable and useful reporting.
Application Question(s)
- This position requires travel to customer sites. Are you located in or a short distance from Albany, NY?
Experience
- Troubleshooting: 3 years (Preferred)
- Windows: 3 years (Preferred)
- Wolters Kluwer CCH: 1 year (Preferred)
License/Certification
- Driver's license (Required)
Willingness to Travel
Work Location
Job Type
Pay
