This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels.
Essential Functions
Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies
Interview user to collect information about the problem and leads user through diagnostic procedures to determine source of issue
Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone
Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff
Log and track calls using problem management database, and maintain history records and related problem documentation
Prepare standard statistical reports such as help desk incident reports
Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate
Contact software and hardware vendors to request service regarding defective products
Install personal computers, software and peripheral equipment
Provide end user systems setup and access
Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers
Ensure security of organization pertaining to cameras, DVR equipment and card access
Support end-user CR Software Platinum
Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures
Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures
Non-Essential Functions
Perform other duties as assigned
Supervisory Responsibilities/Accountabilities
This position does not have Supervisory Responsibilities/Accountabilities
Requirements
Associates Degree in a related field and/or 3-5 years of experience
Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP
Exceptional problem-solving skills
Ability to write routine reports and correspondence
Excellent written and verbal communication skills
Ability to manage and prioritize multiple projects simultaneously
Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment.
Physical Requirements
While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers. Lifting up to 30 pounds.
Position Type/Expected Hours of Work
Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.
The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.
Radius Global Solutions, LLC is an Equal Opportunity Employer EEO/Veteran/Disabled
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Outsourcing and Offshoring Consulting
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