Rapid Response (HelpDesk) Engineer
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Job Location:
Cleveland, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job brief:
We are looking for enthusiastic Rapid Response (Helpdesk) Team Members to provide technical assistance to our clients on Information Technology and IT Security related inquiries. You will answer queries on technical issues and assist clients in resolving them.
An excellent Rapid Response Team Member must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to assist business clients that are not familiar with IT related subjects.
Demonstrate/adhere to company Core Values:
Engaging - Genuinely connecting with the hearts and minds of those that we interact
Enjoying - Sharing enthusiasm about our work and team
Resourceful - Getting the job done right
Honoring - Living up to the expectations in the relationship
Responsibilities:
Serve as a technician for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques tools and pertinent questions and remote access to computer systems
Determine the best solution based on the issue and details provided by clients
Walk the client through the problem-solving process and confirm the problem is resolved
Direct unresolved issues to other team members experienced in the issue
Provide accurate information on IT products and services
Record events problems and their resolution in our Connectwise ticketing system in real-time
Follow-up and update client status and information
Pass on any feedback or suggestions by clients to the appropriate internal team members
Identify and suggest possible improvements on procedures and processes
Requirements
Proven experience with technology in a client support role
Tech-savvy with working knowledge of some or all of the following; Cloud Servers and workstations PCs Servers VOIP phone systems IT Security office automation products operating systems networking and remote assistance
Good understanding of computer systems mobile devices and other tech products
Ability to diagnose and resolve technical issues
Excellent communication skills
Customer-oriented and client-focused.
Key Skills
- Accounts Receivable
- Fund Management
- Apache Tomcat
- ABAP
- Bank Reconciliation
- Fiber
