3427 Technical Support Agent

Location: Mesa, AZ, United States
Date Posted: 05-11-2018
Our client is a leading, “global ten” provider of custom information technology, consulting and business process outsourcing services, and serves primarily Global 2000 companies. The firm employs more than 150,000 people and works with 805 active clients across banking & financial services, insurance, healthcare, life sciences, retail/consumer, manufacturing, energy, communications, and media. Since being spun-out as a public entity in 1998, the company has grown at an unprecedented rate, with anticipated revenue of >$8, making the fastest growing IT services company over the last 10 years, and certainly the most profitable now featuring a market capitalization greater than $18B. Client is a member of the NASDAQ-100 Index and the S&P 500 Index and part of “Fortune 500” list.
 
Duties and Responsibilities:
 
  • Answer all calls offered to Service Desk queues and responsible for managing the ticket queues.
  • Analyze and resolve incidents and requests regarding use of application software or hardware. Track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Strong verbal and written communication is a must.
  • Strong organizational skills and ability to work independently.
  • Promote our culture by living-out the core values and integrating them into the IT department.
Requirements:
  • Bachelor's degree in the field of Information Systems or 2+ years of equivalent work experience.
  • Certifications in Microsoft Windows 10 and/or Office 365
  • Knowledge of basic computer hardware.
  • Experience supporting Windows OS. Windows 7, Windows 8x and Windows 10 a must. Relevant certifications a plus.
  • Solid understanding of basic networking concepts and protocols such as, TCP/IP, DHCP and DNS
  • Familiarity with the fundamental principles of ITIL
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
If you bring willingness, flexibility and a desire to impress please apply now. 
  
Resource Manager:  Deepa
Email:  deepa@reqroute.com
Phone:   602-625-3427
 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)
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