Stefanini Group is looking for a Sr. Deskside Technician for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at (248) 386-7399/Micah.Andres@Stefanini.com for faster processing. Thank you! As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues. You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians.
Primary responsibilities including but are not limited to:
- Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
- Troubleshoot hardware, software and network related issues
- Provide restorative or maintenance actions to resolve end-user issues
- Assist with documenting/rating knowledge based articles
- Assist with special project work as needed
- Escalate problems to the next level of support when necessary
- Consistently meet or exceed advanced individual IT SD and customer service metrics required
- Ability to work a 24 x 7 schedule required
Desired Skills:
- Passion, ambition and drive to work in an extremely demanding customer service environment
- Demonstrated ability to work under pressure
- Outstanding communication skills and a distinct passion for service
IT knowledge or a completed apprenticeship - Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
- Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
- Ability to read and write English ticket reference information on Incident Platform
- Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
- Basic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
- Good judgment skills with a strong sense for urgency and attention to detail