IT Help Desk Technician (B2B)

May 22

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Research and identify solutions to hardware issues • Provide consultative advice on how to upgrade, customize, build computers (laptop) • Diagnose and troubleshoot technical issues, including account setup and network configuration • Ask customers targeted questions to quickly understand the root of the problem • Track computer system issues through to resolution, within agreed time limits • Talk clients through a series of actions, either via email or chat, until they’ve solved a technical issue • Properly escalate unresolved issues to appropriate internal teams • Provide prompt and accurate feedback to customers • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Prepare accurate and timely reports

Requirements

• BS degree in Information Technology, Computer Science or a relevant field. • Minimum of 1 year proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role • Minimum of 1 year hands-on experience with hardware troubleshooting and building a computer from scratch • Minimum of 1 year B2B experience (B2B experience can be CS support - to communicate with B2B/customers they interact with) • Good understanding of computer systems • Ability to diagnose and troubleshoot intermediate to advance technical issues (Windows) • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal • Ability to type 30 to 40 WPM

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service