Helpdesk - Level 1 Support Engineer

Intelice Solutions, LLC
Frederick, MD
May 17, 2018
May 21, 2018
Engineering, Other
Full Time
Our Tier 1 team is part of a tiered service desk, making them the first line of defense for incoming support requests. We are looking for dedicated individuals who know what it takes to be successful in a fast pace environment. The person has to have a desire to want to provide the best customer service possible, as this is where success comes from with our clients. Intelice is a Microsoft Gold Partner, using the latest and greatest product line of Cloud Services offered by Microsoft. Tier 1 technicians are provided with all the technology they would ever want, as Intelice is constantly looking into cutting edge technology to help support our client base. Great customer service skills are an absolute must for any tier on our service desk. As a service desk, we like to grow our people from within, so they can develop the technical skills and move up in tiers as the opportunities present themselves. We offer insurance benefits, 401K, paid time off and training. There are no requests that do not reach our Tier 1 team. They are crucial to the service delivery aspect of our team. These technicians are individuals that are able to think fast, analyze and move towards a resolution quickly. Tier 1 technicians are responsible for acknowledging every support request they are assigned, in order to diagnose the impact and severity of the request. They must remain in constant contact with the clients they are working with, while working multiple issues at once; all the while remaining calm, respectful and friendly. Here at Intelice we play hard and work hard, as we are always striving to achieve quick and responsible resolutions and rewarding our staff for going above and beyond for our clients. Responsibilities Daily time and ticket entry for all support requests Technical assistance via phone, email, and ticketing system Diagnose and resolve technical hardware and software issues Modification of configurations, utilities, software, hardware, etc. for workstations, servers, and network resources Escalate issues to higher level staff as needed Work with Customer Care Team to achieve service excellence Qualifications Genuinely desire to provide excellent customer service to clients Clearly able to communicate over a phone The ability to multi-task and prioritize The ability to be calm under pressure Strong verbal and written communication skills with the ability to clearly communicate with technical and non-technical persons A+ Certification (Required) Net+ Certification (Preferred) Associates degree or higher in IT Networking (Preferred)

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