IT Service Desk Technician - Tier 3 Share:
Compensation
Benefits
Employment Type
$32.00 - $45.00 Hourly
Medical, Dental, Vision, Retirement Savings
Full-Time
Description
ABOUT ROBO:
ROBO is a fast-growing IT service provider. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and technical challenges to solve, we-re your dream come true.
SUMMARY:
The Tier3 Technician is responsible for providing high-level technical assistance to the service desk team. This position is responsible for third level support of service requests, including escalation of level 1 and level 2 service tickets, technology, and duties. The Level 3 Help Desk Technician also acts as a technical resource to the project delivery team as necessary.
Responsibilities
- Troubleshoot and resolve issues related to technical difficulties with hardware, software and network via telephone, email, ticket portal or in person
- Adhere to ROBO SLAs and deliver a high level customer service experience
- Identify areas for operational improvement and make constructive suggestions for change
- Write service templates and contribute to the knowledge base
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
Qualifications
- 3+ years- experience working at a technical support help desk
- Technical writing skills with focus on customer communications, training and documentation
- Ability to positively mentor, coach, and lead by example
- Ability to de-escalate tense customer situations, while proactively providing first class service
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Advanced Knowledge of LAN/WAN configurations and topologies
- Familiarity with troubleshooting networking equipment and TCP/IP
- Self-motivated with the ability to work in a fast moving, sometimes high stress environment
- Experience working within industry PSA tools; preferably ConnectWise
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