Managed Service Desk Technologist 8/31/2016

Motorola Schaumburg, IL

Company
Motorola
Job Classification
Full Time
Company Ref #
116113
AJE Ref #
576033291
Location
Schaumburg, IL
Experience
Mid-Career (2 - 15 years)
Job Type
Regular

JOB DESCRIPTION

APPLY
Responsibilities
Service Desk receives referred issues through phone calls, trouble tickets, e-mail and or facsimile.

* Answer phone calls regarding customer and network issues meeting the KPI timeline metrics in support of the SLA

* Provisioning of subscribers including access rights, attributes, features, and applications

* Respond to phone calls regarding network and security matters

* Receive and respond to e-mail on matters regarding reported issues

* Checks queue and receive customer trouble ticket

* Verify, validate , and analyze reported issues

* Perform initial impact analysis

* Open or issue corresponding trouble tickets as appropriate or needed

* Timely escalation to the next level of support

Specific Skills
2+ years of customer support experience

* Good communication and documentation skills

* Computer and strong analytical skills

* Experience in handling customer calls

* Tools: REMEDY, NetCool and other services applications desirable

* MS application tools such as MS-Word, MS-Excel, etc.

* Technical graduate or equivalent experience

* Prior background working in NOC environment is highly desired

* Knowledge of ITIL is a plus

* Attention to details

* Technical literacy

* Aptitude to manage multiple task concurrently

Experience Required
1 - 3

Basic Qualifications
2+ years of customer support experience.