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ShiftCode Analytics

Level 1 Technical Support

ShiftCode Analytics, Red Bank, New Jersey, us, 07701


Interview : Video

Visa : USC, GC

This is onsite from day-1 ( Need local candidates )

Description :

Job Description • Install and configure hardware and software • Respond to tickets in accordance with SLA guidelines • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and tracking all steps taken to the resolution. • Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure service levels are maintained. • Create and document service management procedures and standards to ensure engineering best practices are maintained. • Work with clients directly over the phone and using remote software or travel on-site • Respond in timely manner to requests and issues • Repair and replace equipment as needed • Provide onsite and remote support to end users • Assist in AV setups as needed for meetings • Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365 • Heavy use of Windows and Mac OS devices • Ability to work in Active Directory • Research and test new technology Daily activities • Accept and resolve tickets, service requests/incidents/problems, using our Service Desk software • Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents and problems • Use remote management software to log into client PC's and resolve service requests/incidents/problems • Answer the phone with a cheerful and enthusiastic tone • Perform initial fault finding and basic troubleshooting of both incidents and problems • Deal with ticket escalations internally and externally with support tickets from third party vendors • Assist with deployments in the field - NYC/NJ AreaDesired Attributes and Experience • Customer service skills • Excellent verbal and written communication skills • Reliable • Solid understanding of computers, networks and software • Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers etc • Experience using MS Office applications: Word, Excel, Outlook • High attention to detail • Previous experience with ConnectWise: Manage, Automate, Remote • Previous experience with Bitdefender • Previous experience with LionGuard • Ability and willingness to travel to client sites as needed • Ability to drive to drive and travel as needed • Ability and willingness to work overtime when needed • Ability and willingness to quickly learn new technology and software • Ability to lift 50 lbs. Qualifications • Bachelor's Degree in Computer Science, or Associate Degree plus 1 year of tech support experience. Interns also accepted • A+ and Net+ Certification or equivalent required.