Company name: Focus Technology Solutions. This role remotely supports our clients by serving as the first point of contact for all technical support issues that arise through our Live Help Desk Operations Center. Essential Functions: Serves as a first point of contact for all technical support issues Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users Diagnoses and troubleshoots software and hardware problems and helps customers install applications and programs Provides mid-level knowledge of IT/IS technology in a productive environment Monitors ticketing system and ensures tickets are addressed in timely fashion Performs preventative maintenance for clients including server updates, checking backups, anti-virus and application maintenance Provides remote support to clients over the phone using remote assist tools Assists in maintenance of servers, as well as all applications in use by clients Delivers high level of customer service responding to clients quickly and comprehensively May triage between client and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications Documents all hours daily, separating billable hours from non-billable hours, detailing work to include with timesheets Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations Assumes flexibility with rotating schedules providing on-call support, as assigned Applies technical knowledge and systems/software expertise to identify root cause of customers issues responding and articulating solutions Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed customer solutions Tracks requests and solutions, delivering metrics, establishing trends and outliers delivering standard reports for management review periodically Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant Participates in external and internal meetings to provide technical expertise, as needed All other duties, as assigned Skills: Maintains a high level of professionalism and a courteous demeanor Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell Experience with LAN, WAN, and WLAN technologies Knowledge in implementation and troubleshooting network devices Configures and troubleshoots VPNs for end user access Technical Knowledge of, storage, virtualization, and compute across multiple vendors Experience working with diverse environments Demonstrated positive and professional interpersonal skills and strong written and verbal communications skills Exceptional client relations and interpersonal skills to engage and service clients effectively based on the organization’s values and will be measured using applicable performance tools Strong organizational, multi-tasking, detail-oriented and time management skills Consistently maintains a high attention to detail Works independently and collaboratively to resolve problems and manage demands on time and deliverables Strong documentation skills Adaptability to changing priorities, as needed Positive teamwork skills Maintains a high level of confidentiality Experience: 2-3 years’ experience working in network administration or Help Desk role Working knowledge using Office 365, a plus Industry technical certifications, a plus Education: High School Degree or some college courses/certificates in related field (business, computer science, information technology) Competencies: Self-motivated and self-directed Active listening, engaging customer to identify root causes and deliver solutions Dedication to Total Quality Management Technical learning Problem-solving Customer focus
Cyber Secure Central is a multinational tech company, with a focus on cybersecurity. We offer cybersecurity services, certified courses, website development, digital marketing and mobile app development. Furthermore we provide premium quality HR services for employers and job seekers wishing to recruit and work in the fields of Cyber Security and Technology.
Date PostedMar 27. 2020
DeadlineApr 22. 2020
Job TypeFull Time
LocationBoston, Massachusetts, United States
Approximate Annual Salary$42000