help desk technician Melbourne, FL
Job description
We are looking for an energetic customer service oriented Help Desk Technician or Computer Support Engineer to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line support and will solve technical problems and provide support for all assigned areas. The goal of this position is to resolve technical issues in a timely manner while minimizing the need for escalation to onsite support, and to provide an exceptional user experience for our clients and their businesses.
Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Resolve Level 1 and Level 2 issues in a timely manner
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
- Schedule level 3 support for onsite customer visits
Skills
- Proven working experience in providing help desk or computer services support
- Proficiency in English
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent'
'
Benefit Conditions:
- Waiting period may apply
- Only full-time employees eligible
COVID-19 Precaution(s):
- Remote interview process
- Personal protective equipment provided or required
- Social distancing guidelines in place
- Virtual meetings
Work Location:
- One location
Work Remotely
- No
Job Type: Full-time
Pay: $40,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Schedule:
- 8 hour shift
- Monday to Friday
- On call
COVID-19 considerations:
Masks are required when working with clients. Masks are encouraged in the office when working in commons space or in team settings. Social distancing is required.
Application Question(s):
- What is your salary requirement range?
Education:
- Associate (Preferred)
Experience:
- Windows: 2 years (Preferred)
- Customer Service: 2 years (Preferred)
- Computer networking: 2 years (Preferred)
- RMM (Remote Management and Monitoring): 1 year (Preferred)
- Managed Service Provider: 2 years (Preferred)
- Remote Technical Support: 2 years (Preferred)
Work Location: In person
