Help Desk Support Engineer I

Job description

TEAMSOS (Special Order Systems, Inc. www.team-sos.com) is a Professional Services Organization providing technology solutions to businesses for the past 30 years. TEAMSOS is a Genesys (formerly I3) partner, Microsoft Silver partner and a Cisco Advanced Unified Communications partner. TEAMSOS is responsible for implementation of these and other key professional service solutions to our customers providing outstanding customer service and support. We are seeking a dedicated individual to join our Technical Engineering and Customer Support Helpdesk team as a Help Desk Support Engineer I.

Applicant must be available to work a flexible schedule including evenings, weekends, and holidays.

Primary Responsibilities:

The Support Center Engineer I position is primarily responsible for supporting a dedicated Helpdesk. Primary job duties include phone and e-mail Tier 1 support, ticket management, resolution, escalation, and communication.

Specific responsibilities include (but not limited to):

• First contact for help desk calls/emails.
• Create tickets/cases in help desk application.
• Manage open ticket queues.
• Phone and remote support directly with clients.
• Escalate tickets to Support Center Engineer II.
• Provide frequent updates and communication with clients.
• Daily time entry and details of work done.
• Follow and work with established procedures.
• Manage responses to Service Level Agreements.
• Provide recommendations in various process improvements and automation efforts.
• Ability to accommodate flexible work schedules.
• Actively Monitor system(s) for potential issues needing on-site tech dispatch.
• Assist Tier II engineers and Manager in coordinating Dispatches on site, scheduling meetings and also assisting in Billing.

Requirements:

• 1 years helpdesk experience or degree equivalent.
• Must have above average Customer service soft skills.
• Tech savvy with working knowledge of office automation products, databases, and remote control and monitoring platforms.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Desktop application support experience.
• Experience with desktop related hardware including peripherals.
• Detail oriented.
• Experience following and working with established procedures.
• Experience managing support tickets and escalation procedures.
• Excellent written and verbal communication skills.
• Self-motivated and self-directed, able to work with minimal guidance.
• Must have a positive, can-do, team-oriented attitude.
• Must be willing to work holidays, weekends and overtime as needed.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Overtime
• Weekends as needed
• Expected hours: No less than 40 per week

Benefits:

TEAMSOS appreciates the role our employees play to help the company grow, and in return Medical, Dental, and Vision Plans, retirement savings and other work/life programs are offered to recognize the importance of our employee's contributions, such as:

• Medical Insurance, dental and vision insurance available, too - Starts the first day of the month after 60 days of hire.
• Collaborative Work Environment.
• Training Reimbursement Personal Development.
• Paid Vacation – Start accruing from 1st day of hire.
• Holidays and Personal/Sick Days.
• 401k Company Matching Program.
• Life Insurance/ AD&D (self – Company sponsored plan plus further available benefits for self, spouse, children).

Application Question(s):

• This Helpdesk supports several clients from the hours of 6am to 10pm PST. 365 days a year. Are you willing to work weekends and holidays?

Education:

• High school or equivalent (Required)

Headquarters: Loomis, CA 95650

Work Location: Onsite Loomis, CA with occasional travel in personal vehicle with milage reimbursement.

Salary : $20 - $22