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Location: Hybrid King of Prussia, PA. 2 days in office 3 days remote
Position Description:
- Answers incoming technical support phone calls in a high-volume environment and enters all pertinent information and updates of the reported issues into a ticket tracking application.
- Analyzes and documents reported issues and outages. Determines severity, impact, and nature of reported issues
- Delivers high levels of customer service at all times and ensures compliance with contracted Service Level Agreements (SLAs)
- May provide technical support for any or all of the following: desktops, laptops, network connectivity, business applications, voice-over-IP telephone systems, and resetting network and application passwords according to information security guidelines
- May occasionally provide desk side services as required including installs, system configuration, hardware break/fix and advanced technical support
- Proactively checks the Service Desk queue for open tickets
- Aid other team members when needed
- Participate in project-based activities including system builds, moves and installs, and other projects
Required Skills:
- 2+ years of experience in End User/IT Support handling Application support and networking issues
- Prior experience with MS suite and providing strong documentation
- The ability to communicate well over the phone and provide solutions for frustrated users
- Experience supporting high volume tickets with strict SLA’s
T1420911-PHI_1760635939