Monitor events / notifications via the monitoring tools.
Triage customer calls per specified severity levels
Execute first attempt to resolve the customer call
Refer customer call to the appropriate level two/three support group
Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
Update the customer call record or incident ticket as required
Escalate customer calls to the appropriate management level when thresholds are violated
Close customer calls and tickets upon completion
Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
Perform account management services - User Account creates / disables / terminations / name changes, etc
Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
Distribute daily turnover reports to customers as needed
Communicate response times for dispatched tickets to the customers
Manage service requests ensuring adherence to SLA
Assist with cross training of Service Desk team members as needed
Skill Experience
2-3 year s technical helpdesk or technical call center experience required
CompTIA A+ certification preferred
Hands-on work experience with the following:
Windows Operating Systems
MAC Operating Systems
Proficient knowledge of Active Directory, O365
User account management for Active Directory,
O365/Exchange Mailboxes, Distribution lists
Remote desktop connectivity
MS Office suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
Internet browsers (Edge, Chrome, Firefox)
VPN and remote dial-in user issues
2-factor authentication, soft tokens
Support for laptop, desktops, and printers
Smartphone support
Execute basic queries and administrative tasks for MS SQL, helpful
Additional Requirements
Enjoy providing excellent customer service
Working knowledge of troubleshooting remote access issues
Excellent verbal and written communication skills (active listening skills)
Ability to articulate and speak with clear voice
Ability to understand the Customer s business objectives
Ability to understand and accept that the Customer s issues affect the business
Enjoy problem solving
Must have empathy with end users
Team player
Professional code of conduct
Ability to deal with stress
Experience with remote monitoring and management a plus
