The Midtown Group is now hiring a Desktop Support Tier 2 at $48k / year (W2). Apply Today!
Job Purpose :
Provides technical support to callers by researching and answering telecommunications questions; resolving problems; providing resources.
Duties :
- Understands caller telecommunications issues by listening to problems and concerns; leading caller through problem-identification protocols.
- Resolves issues by researching documentation; troubleshooting hardware, software, or feature problem; guiding clients through corrective steps;
escalating problems to the second level; tracking the status of problems and solutions.
- Establishes service by walking callers through new installations and configurations.
- Improves caller capabilities by providing additional documentation; recommending training courses.
- Maintains help desk database by entering caller statistics, inquiries, and responses
- Avoids legal challenges by monitoring compliance with service agreements.
- Improves help desk results by recommending changes in information and processing. Updates job knowledge by tracking and understanding emerging practices and standards;
participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Skills / Qualifications :
Customer Service, Customer Focus, Telecommunications Knowledge, Technical Understanding, Emotional Control, Patience, Professionalism, Objectivity, Listening, Presenting Technical Information, Multi-tasking
Education :
- Associate Degree (Preferred)
- CompTIA A+ Certification a Must
For 30 years, the Midtown Group has been connecting talented professionals with incredible employment opportunities.
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