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Support Agent
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This position is supporting client contracts, with the main duty focusing on carrying out technical support as instructed by knowledge base.
OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES: Under general supervision of Service Desk Manager, provide technical software, hardware, Internet Connectivity and network problem resolution to all end-users by performing question/problem diagnosis, research knowledge-base articles and guiding users through step-by-step solutions in a help desk environment. Clearly communicate technical solutions in a user-friendly professional manner and clearly document problem and resolution in Support Services Database Software. KEY DUTIES AND RESPONSIBILITIES: 1. Identifies, diagnoses, and resolves recurring and incidental support issues for users of PCs, software, hardware, and connectivity (network / Internet). 2. Provides one-on-one end-user problem resolution over the phone working directly with end-user and/or remotely repairing the PC desktop via remote control screen sharing software. KNOWLEDGE, SKILLS AND ABILITIES: 1. 2 Years experience in providing end-user phone support for PC Desktop and Hardware troubleshooting. 2. Knowledge of networking and Windows Operating Systems. 3. Proven diagnostic and troubleshooting skills and direct focus on the source(s) of problems to quickly and effectively solve the problem on the first call and without dispatch of on-site personnel. 4. Proven ability to communicate effectively both verbally and in writing. 5. Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure. 6. Must be independent, motivated worker, an innovative self-starter. Must be confident and flexible. EDUCATION / CERTIFICATIONS: This position does not require an immediate certification if all other qualifications noted above are met. However, ensuring the peer group averages are only enhanced by adding you to the team, An “CompTIA A+” Certification is a requirement upon completion of 2 months of employment. TYPE OF POSITION:
Full Time & Part Time positions ranging from 10-40 hours a week. Monday through Friday between hours of 6:00am - 9:00pm (with availability to work weekends). Possible work from home if qualified.
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