Use technical expertise to solve customers’ issues, analyzing the pain-point and communicating a solution. Document the support process with technical support software. Overall, provide excellent customer service while improving customer experience.

Responsibilities

• Provide 2nd level escalation support.
• Provide remote and on-site troubleshooting for hardware and software support.
• Install, monitor, troubleshoot, replace, and support, desktop infrastructure, end user equipment (terminals, printers/printer consumables, multi-function devices/multi-function device consumables, mobile devices, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
• Work with VIPs, providing a “white glove” service where necessary.
• Travel to all client sites in Cambridge, Lexington, and Worcester as needed for break/fix tickets.
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.
• Participate in project deployment.
• Provide input and update knowledge base, as necessary.
• Maintain an organized resource/hardware furnished storage room(s).
• Record service process with technical applications
• Improve customer satisfaction efficiently
• Escalate customer dissatisfaction if unsolvable
• Strive to resolve issues on initial contact

Qualifications

• Bachelor’s Degree or similar working experience
• Analytical and problem-solving ability
• Ability to multi-task in a fast-paced environment
• Highly reliable
• Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes
• Experience preferred of Active Directory, Office365 Admin Portal, VOIP, and ServiceNow Ticket tracking system.
• Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
• Ability to work individually and within a team environment with little supervision.

Job Type: Full-time

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Lexington, MA 02420: Relocate before starting work (Required)

Work Location: In person