Offer summary

Qualifications:

Bachelor’s degree and two years of relevant experience, or equivalent education and experience., Current certifications such as MCSA, CCENT, A+, N+, or Security+ preferred., Solid understanding of network operating systems and applications in a client environment., Strong communication skills for interacting with both technical and non-technical users..

Key responsibilities:

Provide technical support and remote help desk services to clients, escalating issues as necessary.

Review systems and make recommendations for improving efficiency and performance.

Maintain client documentation and ensure compliance with service procedures.

Communicate effectively with end users and support multiple companies with their requests.

Job description

SCHEDULE: This is a rotating 12 hour overnight position and will also include a weekend rotation

The Support Desk Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide phone support, remote troubleshooting and administration.

Essential Functions

Provide technical support and remote help desk services to Marco clients, escalating when necessary.
Review current systems and make technical/process recommendations for improving efficiency.
Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance and reliability of client’s network.
Maintain client documentation.
Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.
Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
Ability to perform in a call center environment.
Supporting multiple companies with end user requests and third party business applications.
Efficiently communicate with technical and non-technical end users.
Perform other related duties as assigned.

Qualifications

Bachelor’s degree and two years of relevant experience; or equivalent combination of education and experience.
Current certifications to include any of the following: MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, N+ or Security+ preferred.

Required Skills

Solid understanding of the administration of network operating systems, applications and services found in a client environment.
Proficiency with business collaboration tools such as MS Office applications.
Communication - Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
Commitment - See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
Initiative - Must possess the ability to be a self starter and take initiative. Work to identify and resolve problems in a timely manner however if you can’t resolve it yourself, use resources to find someone who can.
Flexibility - Adapt to changes in the work environment. Change approach or method to best fit the situation.
Team Work - Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
Time Management - Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.

Required profile