Looking for Tier 1 Tech Support -

This job is no longer active. View similar jobs.

POST DATE 8/14/2016
END DATE 11/12/2016

AppleOne Jacksonville, FL

Company
AppleOne
Job Classification
Full Time
Company Ref #
22982171.1194
AJE Ref #
575881981
Location
Jacksonville, FL
Job Type
Regular
Required Licenses/Certifications
df-aj

JOB DESCRIPTION

APPLY
Major responsibilities:

Associate Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. Typically resolves basic problems while referring more complex problems to more senior Technology Specialists or Tier 2 and 3 support.



Assist customers via phone, instant messaging and ticket support
Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
Analyze, document, and resolve issues and requests
Refer more complex issues and requests to more senior Technology Specialists
Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
Utilizes scripts and available tools when assisting customers
Provide input to and modifies department documentation
Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support
Assist with project, initiatives and implementations as assigned
Requirements:Minimum Requirements:

1 or more years of Customer Service experience supporting internal or external customers
High school diploma or equivalent
Working experience of Microsoft Office Applications (Word, Excel, Outlook, etc.)
Ability to manage tasks independently and take ownership of responsibilities
Ability to learn from mistakes and apply constructive feedback to improve performance
Ability to communicate technical information clearly and articulately
Ability to adapt to a rapidly changing environment
Experience with remote computing and talking customers with limited computing skills through logging in and working remotely without being able to see their screen.

Preferred:

Bachelor?s degree in an IT related field or equivalent work experience
Technical Help Desk or Call Center experience. We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

Job Experience:

Preferred:

Bachelor?s degree in an IT related field or equivalent work experience
Technical Help Desk or Call Center experience.