Job Description
ITS Support Technician
iSphere is searching for an ITS Support Technician local to Houston to provide level 3 support to internal and external customers in resolving issues with computers, applications, and related technologies. Successful candidates must have Networking experience. A BIG plus for a candidate would be someone who has field tech and field service experience.
Key Responsibilities:
" Take the lead on critical customer incidents associated with customer communication, activities, and any appropriate escalations
" Ensure that Service Desk practices are updated and standardized
" Provides support in the use of POS applications or related third-party products by providing solutions,
workarounds, and advice promptly.
" Support business partners by proactively maintaining high-level technical operational expertise, and
understanding of business needs.
" Creates service request tickets for all service request orders via Ticketing System.
" Resolves Service Desk requests with computers, printers, hardware, and applications.
" Provides status updates to end users while escalating issues appropriately.
" Monitor systems to Identify outages promptly.
" Provides quality customer service in person, by phone, and by e-mail
" Record and report on resolving technical issues to end users and management as needed.
" Assists stores with reconciling tickets, accounting, billing, payment, and refund issues.
" Provide exceptional customer support guidance to ITS Support Technicians.
" Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals
Knowledge Requirements:
" Networking VPN/VLAN
" Remote access software
" Microsoft Office Products