Service Desk Technician
Provides 1st and 2nd tier reactive remote-only technical support services to our partners. At the Tier 1 level the Service Desk Technician typically troubleshoots issues in and around the PC, notebook, mobile device and common peripherals. At the Tier 2 level, tasks include network troubleshooting, routers, firewalls and common servers, such as Exchange, SQL, File, Terminal, etc. He or she should have a solid understanding of all commonly used operating systems as well as typical applications like Microsoft Office, Adobe Reader, Acrobat, Flash, etc.
Both levels utilize a variety of advanced remote tools to analyze and correct any problem fast and efficiently. All work performed is logged into a ticketing system live while the work is being performed.
The best candidate for this position is someone who has provided some form of advanced desktop troubleshooting for a minimum of 1-2 years and has good and clear communication skills, because a large portion of this position is talking to end-users, which requires good listening skills as well as patience while working through sometimes challenging problems that the user, often feeling frustrated during the process, is experiencing.
Absolute requirements include:
• A great attitude and pleasant personality
• Willingness and interest to learn our process and how we do things
• Has a calm and helpful presence while supporting customers via phone
• Enjoys working with people; is patient, flexible, professional and presentable at all times
• Driven, self-motivated, responsible, excellent multitasking abilities and organizational skills
• Serves each client courteously and professionally as defined in a specific role within our system
• Documents work in detail in our CRM based ticketing system
There is tremendous opportunity for advancement and education within our company, depending on an individual’s motivation and advancement of skill level. Our positions are designed to allow a motivated individual to progress to higher roles as they gain experience and obtain more skills and education. All candidates for these positions will have the opportunity to enhance their skills through an internal training program as well as a lot of hands-on experience with many common tools used in the industry. Because much of what we do is of collaborative nature – meaning the embracing of the philosophy that “the team delivers the result to our partners, not the individual” – the roles also place a value on enhancing one’s communication skills with other team members and the end-users. Candidates that successfully embrace and master many of these skills are eligible to higher positions as these positions become available.
To apply for these positions, please contact us for current employment opportunities or send an email with your resume, along with a cover letter describing what specifically interests you about a specific position, and indicate why you feel you are the best candidate, including what value you can bring to our team. Please submit your resume’s to careers@SICConsulting.com