Clayco's Service Delivery Technician is not your average IT support center: our team members are highly motivated, technically proficient, difference-makers that consistently deliver a white glove experience to our Clayco team members (including our Executive staff) in need of technical support. As a Service Delivery Technician, you will be the first line of support for users who contact our IT Service Desk. You will be tasked with answering incoming phone calls, replying to and documenting support tickets in our cloud ticketing platform (ServiceNow), and assisting team members who walk up to our support area - including Executive Staff with a high sense of urgency. We provide in-depth training, detailed documentation in our knowledge base for 90% of the tickets that come in, a Service Delivery group chat for easy collaboration, and a welcoming team environment that encourages questions and provides feedback. The opportunities for learning and growth are immense as our team resolves 80% of the tickets that come in, exposing our technicians to a wide array of technical issues that may occur with software applications, hardware, network, A/V, and phone systems. If a ticket cannot be resolved at our level, our Service Delivery team members escalate to our more advanced support teams where you are encouraged to shadow the resolution. As a part of the Service Delivery team, you will have the opportunity to get hands on experience working with as well as troubleshooting state-of-the-art technologies and infrastructure.
Specific Responsibilities:
Manage, triage, troubleshoot, and document incoming incidents and requests from end users in a courteous manner - incidents/requests will come in as phone calls, emails, and walk-ups
Provide white glove service for our executive staff, when necessary, with a sense of urgency
Active Directory Exchange user account administration
Prioritize problems, incidents, and requests for proper escalation (when required) to an appropriate team
Identify and familiarize yourself with the software and hardware utilized by the organization
Setup and support audio/video conferences and meetings
Provide first-line-of-defense support and analysis for incoming security related incidents
Perform post-resolution follow-ups to help maintain excellent communication and relations with the business
Workstation setup and cable management
Create documentation and update the Knowledge Base regularly
Share feedback on recurring incidents to operations team
Provide after hours and on-call support as needed, on a rotating schedule
Some travel required
Job Requirements:
Associates or Bachelors degree in an IT related discipline (preferred)
A certification (preferred)
Intermediate knowledge of Windows, Mac OSX, Android, and iOS devices
Knowledge of Information Technology Service Management (ITSM) system preferably ServiceNow
Exchange/Office 365 administration experience
Knowledge and experience with computer hardware i.e. BIOS, NIC, Cabling
Customer Service/Service industry experience
MS Office Suite support
Active Directory experience
Audio/video experience
Ability to lift, up to 50 lbs.
Strong interpersonal and communication skills
Hungry to learn and grow in your career
Enthusiastic, hardworking, team player who demonstrates urgency