434933 | Onsite NOC Helpdesk Technician (Tier 1) - #101306

Key Job Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical hardware and software issues
• Advise customers on appropriate actions
• Log all help desk interactions
• Awareness of customer service principles and practices
• Ability to follow Help Desk procedures while working in an ITIL environment
• Ability to work within team-oriented, collaborative environment
• Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment.
• Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
• Escalate to Tier II Help Desk Technicians as needed to resolve issues.

Key Job Requirements:

• 1-2 years of working in a call center environment.
• 1-2 years reviewing work quality.
• 1-2 years previous in quality control assurance and validation experience.
• Proficient in communicating clearly in written and oral English.
• Ability to learn complex technical information quickly.
• Meticulous attention to detail and accuracy is a must.
• Strong analytical, problem-solving skills, and decision-making skills.
• Work independently with little oversight or management.
• Great time management and organizational skills.
• Experience with teaching and training peers and neighboring departments.
• Experience with creating training documents and course pathways.
• Highly focused on driving repeatable success across internal and external channels.
• Familiarity with cabling, network, and alarm system terminology and support.
• Strong computer skills (Windows Operating System).
• Excellent knowledge of the Internet, email, MS Word, and MS Excel.
• Ability to type no fewer than 30 words per minute while on the telephone.