Senior Professional Recruiter at Concero Technology Group
Overnight Hours: 8PM-5AM*
POSITION SUMMARY: (Overall purpose and scope of position)
A Tier 1 Technician for the Help Desk provides high-quality customer service-oriented technical support to end-users. Support requests types will vary, but are consistency received through a ticketing system, phone and email. Support requests are worked to resolution following established knowledge-based articles, requiring critical thinking and basic troubleshooting. Customer service is highly valued and maintained to the high standards set forth by client's core non-negotiables.
POSITION ACCOUNTABILITIES: (Essential duties and responsibilities)
Research, diagnose, troubleshoot and work technical support requests to resolution
Follow standard procedures for escalation of unresolved issues to the appropriate internal teams
Taking ownership of customer issues reported and seeing problems through to resolution
Work with team members to support any overflow items or requests\tickets
Provide enterprise-level support to our internal\external customers
Provide support via phone, web, email, chat, and other channels as required
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Other duties as assigned
QUALIFICATIONS PREFERRED: (OPTIONAL - Additional knowledge, experience or skills helpful)
Well-rounded IT Help Desk experience
Experience in phone-based technical support
Proven ability to complete projects and duties in a self-directed manner
Experience provisioning and installing software on mobile devices
Experience with asset management
#6143
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting and Technology, Information and Media
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