help desk technician Remote
Job description
Maintech provides computer system and LAN/WAN services to mission critical, multi-vendor, multi-site applications in the Financial, Telecommunications and Research and Development markets. Maintech's broad spectrum of IT design, procurement, project management and maintenance services, includes 24/7 managed network and systems support. We have an opening for a technical professional to function as a PMC Agent. We are looking for a self-motivated, dedicated individual who is ready to put their technical skills to work in a fast-paced, customer focused environment.
Responsibilities:
- Opens, monitors and reacts to workorders in eMaintech.
- Understands and uses eMaintech, and well as other customer ticketing systems Microsoft Outlook, and Maintech’s phone system effectively
- Acknowledges Customer tickets upon opening
- Verifies accuracy of opening information with customer
- Assesses new Work Orders (WO) and, with the help of eSR, assigns WO to individual field engineers as well as TOC2 or TOC3 as necessary
- Orders parts for Parts Only WO
- Obtains tracking information from logistics & purchasing and posts it in eMaintech (eMT) and communicates same to customer
- Takes ownership and oversees entire process from beginning to end for Bank of America (BOA) desktop WO.
- Takes ownership of labor only WO requiring Labor on Demand (LOD)
- Opens tickets for LOD work orders with appropriate vendor
- Coordinates technician site visits with customers and vendors
- Updates eMaintech with timely, accurate, and unambiguous information (including time stamps)
- As needed, communicates with customers, subcontractors, partners and other Maintech personnel
- Monitors email traffic to identify actionable emails
- Follows TOC guidelines for marking and tracking emails
- Represents Maintech in a positive and professional manner
- Develops and uses excellent interdepartmental working skills to satisfy clients and achieve company goals
- Offers constructive criticism and solutions to improve company performance and increase customer satisfaction
- Identifies wasteful or inefficient practices and other unnecessary expenses
- Strives to prevent Escalations and other negative service call experiences; voluntarily assists team to mitigate customer service issues
- Recognizes situations requiring a service call escalation and follows proper escalation procedures
- Performs all duties as assigned by management
Requirements:
- H. S. diploma
- 3 yrs in call center or help desk experience
- 3 years experience with Customer Service (good writing skills, communication, and being an active listener)
Maintech, Incorporated is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason protected by law.
Job Type: Full-time
Pay: $18.23 - $21.96 per hour
Experience level:
- 2 years
Schedule:
- 8 hour shift
People with a criminal record are encouraged to apply
Work Location: Remote
