Rotating Shifts including Nights and Weekends are required. The Concierge Service Desk Technician provides fast and useful technical assistance on computer systems. They answer queries on basic technical issues and offer advice to solve them. An excellent Concierge Service Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business
Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Responsible for Tier 1 and Tier 2 Technical Support, troubleshooting and escalating incidents.
  • Interface directly with project team to provide detailed system design and capabilities information, report project progress via formal and informal channels, provide networking expertise to project team.
  1. Work with Telco’s to turn up circuits.
  2. Coordinate upgrades of equipment allocations.
  3. Coordinate wireless design, heat maps and approve wireless documentation.
  • Monitor and analyze protocol / video communication to determine issues.
  • Provide quality Technical Support and Customer Service to all customers through multiple channels (Phone, E-Mail, Monitoring etc.).
  • Monitor and maintain network system’s performance by following SOPs and Process Guidelines.
  • Comfortable working in shifts, during US Business hours in a NOC/Support Center environment.
  • Responsible for creating and updating documentations.
  • Address assigned tickets in a timely and professional matter (i.e. trouble shooting common network and TV related problems such as wireless connectivity and programming TV channels).
  • Complete associated paperwork with each work order in a timely manner to ensure all details of the work are recorded.
  • Will be working side by side with contracting team as needed. This position has a hands-on elements needed as issues arise. Including installations of services (Dish, Broadband, Wireless).
  • Other duties as assigned.
  • Customer Technical Support
  • Answer incoming client calls, exercise excellent customer service while creating tickets in accordance with each client’s specific needs.
  • On-call technical support of Synergy Fiber products and services.
  • Weekend on-call support on a rotation basis.


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