[Hiring] Help Desk Support Technician @BCS CALLPROCESSING INC

Role Description

This is a full-time position: Monday - Friday, 3:00 AM - 12:00 PM (GMT). Remote/WFH employees must have a reliable internet connection and must work in an environment free of noise and distraction.

The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

• Provide 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.
• Function 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.
• Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
• Self-Assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable.
• Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
• Responsible for entering time and all work with proper updates in ticketing system as it occurs.
• 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 distribution lists, shared mailboxes, etc.).
• Addressing phone related issues (Apple and Android) via Intune or other MDM.
• Administering security group permissions on files shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues, and collaboration applications.
• Responsible for technical break/fix support for all ITS Systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Responsible for administration, maintenance and second level support of back-end global ITS systems.
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
• Identification of opportunities for continuous improvement of systems in production.
• Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes based on client’s SLA.
• Maintain acceptable KPI’s levels to meet expectations.
• Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Data entry may be required for new and active clients on Ticketing system.
• Identify proactive ways to reduce the number of issues and support calls in the environment.
• Onsite work at client locations will be required as needed.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in computer science or related field
• 4 years minimum IT experience
• Previous MSP experience, or experience supporting external customer base
• Must have O365 Admin, Azure (AAD) and On-Prem AD experience
• Familiar with Group policy and Conditional access policy (CA)
• Experience with ServiceNow and Automate RMM
• Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
• Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
• Preferred Certifications: MS 102, AZ 104 or CCNA
• Continually advancing your knowledge base through certification courses

Requirements

• Demonstrate exceptional customer service skills 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 the duty to delight customers.
• Must have a genuine drive for customer satisfaction and retention.

Benefits

• Workplace Pension
• Peer-to-Peer Recognition
• Employee Training and Development
• Referral Bonus Program
• Virtual Company Events
• Home/Hybrid Working (Based on Position)

Company Description

We empower businesses to thrive in a connected world by providing innovative, secure, and reliable IT solutions and cyber security services. Immerse yourself in cutting-edge technologies, collaborate with highly talented individuals, and elevate your future.

• Take initiative, professional growth is what you make of it.
• Teamwork, collaboration, sharing of knowledge; it's what we do.
• Be heard, be respected, be supported; leadership is in it for you.
• We accomplish extraordinary results through determination and commitment.
• Customer satisfaction is at the center of what we do; we only succeed when our customers succeed.