IT Customer Service – REMOTE – 4301

Altimeter Solutions
    February 20, 2021
    Job Type


    Job Description:

    • Coordinates, diagnoses and troubleshoots incoming end user requests.
    • Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services.
    • Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs).
    • Provides case status updates to management and end users.
    • Supports and maintains effective relationships with end users.
    • Maintains and updates records in tracking databases within established SLAs.
    • Alerts management to emerging trends in incidents, problems, or issues.
    • Highly developed support individual contributor.
    • Works autonomously.
    • May act as a mentor to lower level peers and provide guidance on tasks.
    • Makes recommendations for solutions.
    • Works on assignments requiring judgment and initiative.
    • Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information requiring explanation or interpretation to understand and reach agreement.
    • Makes recommendations for solutions.
    • Work is structured within identified boundaries and procedures.
    • May work on assignments requiring judgment and initiative.
    • Uses knowledge and experience to resolve issues.
    • Works to achieve operational targets within job area which has impact on the overall achievement of results for the team. Work is of larger scope, typically on less structured task-related activities requiring judgement.


    Minimum Requirements:

    • Diploma and 8 years experience or Associates Degree and 4 years experience
    • Experience needs to be in direct customer technical support troubleshooting position(s) in all 4 areas of: Windows OS (Windows 7/10) error and functional support. Microsoft Office 2016/O365 error and functional support. Active Directory use of users/computers/objects in a Enterprise Domain environment. Workstation/Client Networking (remote access/VPN/network share connections/etc.)
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