Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess?
We need people who can resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone).
Strong Mac OS and Windows experience required.
Job Responsibilities
Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
Support user requests and performs remote installations as needed
Assist remote users with access problems ranging from password resets to network access failures
Support messaging & calendaring services and content collaboration
Support issues with mobile devices
Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified.
Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
Attend and participate in weekly team syncs by driving actionable discussions
Display learning agility by actively seeking answers when technically challenged
Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements
Required Skills
2+ years of experience in a helpdesk role or similar
Strong interpersonal communication skills with a high degree of empathy is a must
Complete understanding of Microsoft Outlook client
Strong Mac and Windows technical support experience and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality
Experience in supporting PCs and Windows OS in a commercial or enterprise environment is preferred
Applied experience with Microsoft Exchange, including a firm understanding of Groups and permissions is key
Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role
Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services, either using Juniper Networks or Cisco solutions
Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
Working knowledge of Active Directory and basic AD administration
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