Enjoys personal interaction with and helping Clients
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Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
Responsibilities
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Our support team is currently working mostly remote, with some on-site visits required
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Provide both reactive and proactive support of desktop, server, and network issues for our clients in a Help Desk\Remote Help Desk environment
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Adhere to company defined service delivery metrics and expectations
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Desire and enthusiasm for working primarily workstation tickets / issues daily, yet with the skill and experience to also troubleshoot and resolve Windows Server and network related tickets when required
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Provide a high level of customer service with a positive attitude at all times
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Articulate technical information clearly and simply to non-technical people
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Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
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Pay close attention to detail while performing technically detailed tasks
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Deals effectively with stressful situations focusing on the best outcome for the Client
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Has a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
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Complete IT projects outside of the Help Desk when required
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Assist Project Engineers on larger projects
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Self-motivated and is self-directed when necessary
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DAILY time entry and metrics evaluations
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Any other assigned duties
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Performs accurate and timely time entry
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Focused on lowering Average Response Time
Employment type
Contract
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