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Tier 1 Support Technician

TriOrb Solutions LLC
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TriOrb Solutions seeking individual as a Level 1 Support Technician. Primarily candidate will…..

  • Provide technical support to clients for Windows and Mac computers over the phone and via remote connection. Experience with servers, networks, VOiP and related technologies a plus.
  • Perform repairs to client computers in our shop (Bench work).
  • Provide exceptional customer service through good troubleshooting skills, communication skills and follow up skills with every customer.
  • Clients are located new USF Main campus.

Qualifications

The ideal candidate would have a minimum of 2 years work experience in a customer-oriented environment. Demonstrated customer service skills required, including the demonstrated ability to handle challenging customers. Excellent communication and organizational skills required. Must be able to multitask numerous issues simultaneously. Technical aptitude/knowledge and exceptional troubleshooting skills are highly valued.

Responsibilities

  • Meet and exceed customers’ expectations.
  • Provide technical support by phone, voicemails, email, chat, remote control.
  • Manage client account status, billing & manage open tickets.
  • Schedule onsite tech support visits as required.
  • Evaluate client concerns and report to management on help desk support issues.
  • Proactively monitor client alerts, act on identified problems.
  • Report on trends to team leads and supervisor.
  • Explore customer options and explain support policies.
  • Fully troubleshoot each issue using available tools including knowledge documents.

Technical & Soft Skills:

  • Strong customer service background & good communicator
  • Solid troubleshooting experience, professional attitude
  • Mobile phone configuration
  • Certifications: A+, Network+, or Security + or willing to earn within 60 days.
  • PC/Mac Hardware, OS & application support / troubleshooting
  • MS Office Apps, Visio, helpdesk ticketing software

Bonus Skills:

  • Microsoft Server, Citrix, VMware, Exchange, SQL
  • TCP/IP, DNS, DHCP & network troubleshooting
  • VOIP, routers, VLAN, network printers, switches