What are the responsibilities and job description for the Software Deployment and Hardware Technician position at MKS2 Technologies?
Responsibilities:
- Receive and provide tier-1 and tier-2 support for incoming communications (calls, emails, voicemail, and web service request and incident records).
- Strong enterprise ticketing experience, Preferably ServiceNow or Snow Remedy, JIRA
- Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed.
- Excellent customer- service skills and the ability to escalate tickets and delegate as needed.
- Experience tracking configuration changes
- Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing tools, to remain informed on pending incidents to provide proactive support
- Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.