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Job Details


Tech Support


Tech Support 1  ,   Posted: 9/26/2019
Job Description

Job ID#:

16182

Job Category:

Tech Support

Position Type:

Temp To Hire

Duration:

temp to hire

Positions Available:

10


Position Summary
The Tier 1 Tech is the initial contact for Tier 1 office & field technology support which includes desktop,
mobile hardware & supported applications. Additionally, T1 Tech will be required to assist with all testing,
training as well as application and hardware deployment & recovery processes. T1 Tech will support all
company associates, clients, vendors & will utilize a web-based ticketing system to record & track all
incidents. This associate will need to have strong troubleshooting as well as verbal & written
communication skills. T1 Tech must be able to think quickly in a fast-paced environment utilizing multiple
systems & tools to provide 1st in class support & service with a goal of 1st call resolution. T1 Tech?s primary
responsibility will be office-based call center & provisioning support but additionally may be asked to
assist with providing technical & training support as requested in local & remote locations. T1 Tech will be
required to adhere to attendance policies, report to their scheduled work location & maintain a positive,
friendly, professional attitude when representing our company & support desk.

Device & System: Support, Maintenance & Management
 Answer call center phones, provide superior support & service
 Research & resolve technical issues utilizing the tools provided.
 Keep & maintain detailed & accurate records
 Strong understanding of mobile & desktop technology
 Learn & understand various systems & follow approved processes
 Complete assigned tasks & projects with a high level of quality & ability to
follow through to completion with minimal guidance from manager
 Work closely with peers to support each other in a fast-paced support center
environment
Communication/Connectivity
 Exhibit high level of on-call customer service abilities
 Demonstrate strong verbal & written communication skills when
communicating with Associates at all levels
 Ensure PC communication & connectivity to LAN/WAN, including connectivity
to servers, printers, and the Internet.
General Administration
 Hardware & application provisioning, deployment & recovery
 On-site & remote training & support

 
Job Requirements

 

Minimum Qualifications
Education Level: (Required): High School Diploma or GED or equivalent experience
(Preferred): Associate's Degree or equivalent experience
Field of Study/Area of Experience: Information Systems
- 0-2 years of experience in:
 Customer Service or Related Experience
 Information Technology Support Experience

Skills, Knowledge and Abilities
 Basic knowledge of PC software applications and strong understanding of PC operating systems
(on-premise and cloud).
 Experience with a phone support and helpdesk environment.
 Excellent written communication and verbal communication skills
 Excellent customer service orientation
 Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access,
Outlook, and web-browsers
 Knowledge of the following communication & connectivity systems required: Microsoft TCP/IP,
networking protocols, network printing / printer troubleshooting, file sharing, Internet application
connectivity
 Well-organized, detail-oriented, and able to handle a fast-paced work environment
 Track record of building and maintaining customer/client relationships
 Basic knowledge of Microsoft applications and PC hardware
 Basic knowledge of Apple mobile hardware and applications
 Entry level knowledge of cyber security: Password and Data handling processes
 Ability to learn and operate various ticket management and incident management systems
o Zendezk, ServiceNow, etc.
 Certifications:
o A+ certification is a plus (Not Required)
o Network+ certification is a plus (Not Required)




 

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