Ambassador Resources
Help Desk Support Technician with iManage; Level 1 & 2 Support
Ambassador Resources, Gibbsboro, New Jersey, us, 08026
Help Desk Support Technician with iManageLevel 1 & 2 SupportGibbsboro, NJTemp to perm25 hr ray rate
The Help Desk Technician is responsible for supporting inbound tickets and phone calls for clients in a fast-paced environment across diverse network environments. The primary role of this position is to provide outstanding Help Desk Support and customer service for iManage and other general service requests, incidents, and problems reported by end users. We are looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a "can do" attitude.
Job Responsibilities:
Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashionAdvanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wirelessAdvanced remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsMaintain internal and/or client-facing documentation as changes or knowledge is foundDetailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.Support of backup and disaster recovery solutions.Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationshipsFast and timely turn around on all customer requests and escalationsAbility to work in a fast pace team environmentCommunication to our clients, vendors, and internally via phone, email, and ticketing systemEscalating requests to appropriate higher-level team members or departments when neededResponsible for entering time and expenses as it occurs in our ticketing systemAbility to work independently with locating information to assist a customer/vendorEnter all communication and work inside a service ticketAbility to assist and or train other team members when assistance is neededPart of an On-Call Rotation for After Hours support
Experience:
Minimum High School Diploma or equivalentCollege level courses in IT and/or certification preferredWindows, Office 365, Active Directory, Help Desk, Desktop Support, Level 1 and Level 2 Technical Support.Minimal 3 years of experience in similar roleAdvanced understanding of operating systems, business applications, printing systems, and network systemsIntermediate diagnostic skills of technical issuesKnowledge of IT applications, processes, software, and equipment, including iManageStrong organizational and customer service skillsInterpersonal skills: such as communication skills, active listening, and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to work in a fast-moving environmentProfessional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications
If interested please send resume to Kevin.Shuster@ambassadorresources.com
The Help Desk Technician is responsible for supporting inbound tickets and phone calls for clients in a fast-paced environment across diverse network environments. The primary role of this position is to provide outstanding Help Desk Support and customer service for iManage and other general service requests, incidents, and problems reported by end users. We are looking for a confident and knowledgeable technician that is willing to go the extra mile to provide outstanding customer support with a "can do" attitude.
Job Responsibilities:
Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashionAdvanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wirelessAdvanced remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsMaintain internal and/or client-facing documentation as changes or knowledge is foundDetailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.Support of backup and disaster recovery solutions.Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationshipsFast and timely turn around on all customer requests and escalationsAbility to work in a fast pace team environmentCommunication to our clients, vendors, and internally via phone, email, and ticketing systemEscalating requests to appropriate higher-level team members or departments when neededResponsible for entering time and expenses as it occurs in our ticketing systemAbility to work independently with locating information to assist a customer/vendorEnter all communication and work inside a service ticketAbility to assist and or train other team members when assistance is neededPart of an On-Call Rotation for After Hours support
Experience:
Minimum High School Diploma or equivalentCollege level courses in IT and/or certification preferredWindows, Office 365, Active Directory, Help Desk, Desktop Support, Level 1 and Level 2 Technical Support.Minimal 3 years of experience in similar roleAdvanced understanding of operating systems, business applications, printing systems, and network systemsIntermediate diagnostic skills of technical issuesKnowledge of IT applications, processes, software, and equipment, including iManageStrong organizational and customer service skillsInterpersonal skills: such as communication skills, active listening, and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to work in a fast-moving environmentProfessional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications
If interested please send resume to Kevin.Shuster@ambassadorresources.com