About the Role:

Technicians provide on-going support for our clients with troubleshooting various technical issues 24/7, 365 days a year. Our team runs on various shift schedules to maintain effective coverage for continuous client support. As a Technician, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals while working in a call-center environment. Technicians in our service desk come from all walks of life and support clients at various technical levels.

• Promptly address and resolve basic and advanced incidents and requests.
• Log all incidents and requests into one or more ticket entry systems.
• Engage other service desk resources and appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Handle incidents and requests with a courteous and professional attitude.
• Live Out the Sparkhound Culture.
• Perform other related duties as required and assigned.

• 0-3 years professional IT experience.
• Fiercely support client success and exemplify a do-whatever-it-takes attitude.
• Knowledge of fundamental concepts of customer service.
• Experience working in a technical service desk or call center with a high call volume environment.
• Demonstrated experience utilizing and troubleshooting issues with most of the following:
  • Microsoft Windows Operating Systems (XP, 7, or 8)
  • Microsoft Office Suite (2007, 2010, 2013, or 2016)
  • Microsoft Internet Explorer
  • Printer setup and configuration in Windows 05
  • Familiarity with basic PC hardware and associated devices
  • Managing users and computers through Active Directory
  • Basic understanding of Windows Server platforms
  • Basic networking principles and related Windows OS configurations
  • Basic administration of Voice over IP environments
  • Remote PC technical support
  • Microsoft Office 365 Management and use
  • Cisco Collaboration management and use

• ITIL Certification