职位介绍

Entry level position responsible for providing Tier 1 technical support to investigate and resolve end-user incidents. Perform routine hardware/software adds, moves and changes. Provides exceptional customer service
Responsibilities:
- Receive incident request calls from the customers and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.
- Assits with the monitoring of the progress of the incident from inception to resolution and to keep customers informed of the progress of their incidents
- Escalates incidents to the Service Desk Manager, Service Desk Lead or other IT Infrastructure Teams using predefined procedures where the resolution falls outside agreed targets.
- Resolve Tier 1 issues by following predefined processes, procedures and work instructions.
- Enforce and support all Laird Technologies’ IT policies and procedures.
- Adhere to quality and safety systems or maintenance of quality and safety standards
Requirements:
- Knowledge of Microsoft Operating Systems and applications.
- Knowledge of network protocols.
- Excellent verbal and written communication skills.
- Exceptional Customer Service skills
- Effective time management skills.
- Good understanding of IT infrastructure and architecture so that a clear definition of problems can be created and passed to the solution providers.
- Prioritize and escalate calls based on knowledge of the business impact of the reported problems.
- Remain abreast of new development in technology at Laird Technologies so that the customers can be assisted with incident resolution at point of contact.
- Ability to work in a fast-paced environment.
- Ability to troubleshoot issues in a systematic and efficient manner
- Associate’s degree in computer science or related field is preferred. Experience may be considered in lieu of degree.
5977 2701-|171 5595 3346 11- A minimum of 1 year of experience working with end-user support