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The primary responsibilities for this position are handling first level support in the Managed Services team. Respond, troubleshoot and generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.

Essential Duties and Responsibilities

• Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Act as the first point of contact to the customer for all types of service requests
• Process service requests as they arrive through direct customer call or other communication vehicle (i.e. Chat). This includes but not limited to:

• Create new cases in ticketing system: To obtain and evaluate all relevant information for service issues and requests, according to procedures.
• Identifying and investigating users’ questions and problems and providing immediate solutions when applicable or
• If escalation is needed, schedule for next level technical support.

• Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
• Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported, addressing email related issues (i.e. creation of users, phone related issues, wireless connectivity, printer issues, etc.) and other rapid remedy solutions as identified.
• Onsite work at client locations will be required as needed.
• On-call rotation.
• Other duties as assigned.

Customer Focus

• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
• Illustrated diplomacy, tactfulness and empathy when dealing with customers
• Exemplified ability to defuse escalations and high-tension situations
• Well-developed ability to appease customers experiencing service outages and difficulties
• Ability to listen actively and ask clarifying questions to seek understanding
• Experience going above and beyond duty to delight customers
• Must have a genuine drive for customer satisfaction and retention

Required Professional IT Certifications and Experience

• Education: GED or HS Diploma
• IT experience: 1 year minimum
• One or more of the following: Active/current CompTIA or A+, Network+, Microsoft MCP
• Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command
• Previous MSP experience, or experience supporting external customer base preferred