Job Description
Job Description
Description :
Main Responsibilities :
- First level support and initial advisor for all customer support technical issues.
- Perform remote desktop, user, and basic network support for customers.
- Administration of Active Directory user and computer accounts.
Other Tasks :
- Perform occasional on-site support for customers.
- Communicate with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Perform administrative duties including but not limited to logging hours, creating and updating customer documentation using company-approved data entry system.
- Exercises independent judgment in the interest of the company as a substantial part of the work day
- Obtain training and certifications to further goals of self and the company.
- Provide ideas / insights as to new products or services that the company can offer its clients.
- Perform after hours customer support as required.
- Meet (at a minimum) company Service Level Agreements.
- Perform other duties as assigned.
Education and experience
- Two or more years performing remote desktop support
- Experience with Active Directory administration
- Experience with current Microsoft desktop operating systems and applications
- Professional Certification (A+, MCP, Network+)
- High school diploma or equivalent
Personal skills / attributes
- Strong interpersonal communications skills including the ability to ask relevant questions, effectively listen, provide information, and collaborate with others in a positive way
- Take ownership and follow-through on responsibilities
- Ability to quickly analyze a situation and follow a systematic approach to problem resolution.
- Ability to manage time and multiple tasks / priorities.
- Ability to learn new procedures and concepts and apply them quickly and effectively.
- Adaptable and flexible
- Attention to detail, clear and concise writing skills.
- Cooperation, trust and teamwork skills.
- Effectively use internal and external support resources and options.
- Ability to lift up to 30 pounds
Requirements :
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