NetLink Solutions Hiring for Tier 2 Technical Support Job at Tulsa, OK Full Time

Job Description:

The Service Desk Technician is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Basic Functions:

• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Schedule internal and field resources on the ConnectWise dispatch portal.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• IT support relating to issues with the internal systems and network infrastructure.
• Ensure consistency by enforcing standards/procedures.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.

Job Type: Full-time

Work Remotely

• No

Job Type: Full-time

Pay: $45,000.00 – $55,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• On call

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 2 years (Required)
• Technical support: 2 years (Required)

Work Location: One location