Helpdesk Field Representative Level One

Brash Concepts for complete IT services and support:

• OUR HELP DESK
  Our IT360 plans include 24/7 help desk support. Simply call or email our help desk and a Support Engineer will reach out to you to resolve your issue.
• REMOTE MONITORING
  We proactively monitor your network and workstations which allows us to anticipate issues and fix them before they cause disruption.
• STRONGER SECURITY
  A more efficient IT environment is a more secure IT environment. We will ensure that your data - and the future of your business - is secure.
• BROAD EXPERTISE
  We work with clients in a wide range of industries and are aware of the challenges they face. Our clients include Professional Services, Healthcare, Construction, Manufacturers, Distributors and more.

The JO description---

Perm role

Salary 75K.

We are looking for a customer service-oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. This is a flied service role. While you will be in the office a couple of days a week, this depends mostly on client's needs.You will be considered as the firm's front liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set by the company.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the level 2 or 3 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

Requirements and skills

• Proven working experience in providing Field Help Desk support
• Proficiency in English
• Working knowledge of help desk software, databases, Deskside 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
• Transportation allowance for client visits.