Company:
Connection
Location: Westborough
Closing Date: 21/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Overview:
Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician I to join our team in Westborough, MA. The ideal candidate will have a strong background in troubleshooting and resolving issues on Windows computers, iPhone, desktop and tablets. Will perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.
Responsibilities:
Experience:
Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role
Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff
Responsible for reviewing and approving new or existing Knowledge Management records
Responsible for identifying, creating and communicating Problem Management records
Provide training and mentorship to new IS Support Technicians
Min:
USD $20.00/Hr.
Max:
USD $23.00/Hr.
Qualifications:
Skills:
· Some Technical Course work, Associates and/or Bachelors
· Experience in a retail call center environment.
· Must have knowledge of Microsoft based operating systems
· Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
·
· Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge Management
· A+ or ITIL Foundations Certification preferred
Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician I to join our team in Westborough, MA. The ideal candidate will have a strong background in troubleshooting and resolving issues on Windows computers, iPhone, desktop and tablets. Will perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.
Responsibilities:
Experience:
Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role
Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff
Responsible for reviewing and approving new or existing Knowledge Management records
Responsible for identifying, creating and communicating Problem Management records
Provide training and mentorship to new IS Support Technicians
Min:
USD $20.00/Hr.
Max:
USD $23.00/Hr.
Qualifications:
Skills:
· Some Technical Course work, Associates and/or Bachelors
· Experience in a retail call center environment.
· Must have knowledge of Microsoft based operating systems
· Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
·
· Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge Management
· A+ or ITIL Foundations Certification preferred
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