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Technical Support Technician

Category:Contract
Location: Andover, Massachusetts 01864
Posted:Tue, May 04, 2021
Salary:Up to US$0.00 per year
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Technical Support Technician

3-11 month contract

Onsite in North Reading, MA

*Not available for visa sponsorship or C2C engagement

OVERVIEW:

  • The IT Operations Technical Support Engineer will be joining a team of other Technical Support Engineers.
  • The responsibilities include, but are not limited to providing remote support of incoming tickets, phone calls and chats, including extensive troubleshooting tasks with responsibilities covering multiple products, features and services.
  • Monitoring the ticketing queue for incoming tickets and being able to prioritize and resolve tickets within the SLA (Service Level Agreement).
  • Submitting tickets for approved hardware requests, to include laptops, desktops, and kindles that are requested by the customer.
  • Day to day tasks may include new hire ticket chat and phone coverage, 2 people and manager at same time, answering phone with any technical questions (i.e. VPN setup, computer malfunctioning, etc.)
  • Will be in an office area, but there is a manufacturing area that you may need to help support as well. A lot of walking!
  • Coordinating Day 1 orientations
  • Communicating with HR and recruiting, building equipment, making sure it is shipped correctly

REQUIRED SKILLS

  • 3-4 years of experience in a help desk environment supporting more than 250 users in a team environment.
  • Mac experience is a must
  • Windows experience
  • Imagine PC and customer service skills
  • Ability to handle ambiguity and escalations.
  • Able to work in a fast-paced environment
  • Solid experience with macOS, Windows, & Ubuntu.
  • Ability to demonstrate ownership, superior customer service skills, communicate efficiently with your peers as well as the customer.
  • Maintain accurate records of interactions with customers and recurring user problems including writing knowledge base articles.
  • Strong analytical skills with demonstrated problem solving ability.
  • Project management experience a must.
  • Must be able to lift 25lbs.
  • Ability to work independently is a must.

PREFERRED SKILLS

  • Bachelor degree in Computer Science
  • Knowledge of ITIL/Scrum methodology
  • Experience supporting a manufacturing facility
  • Experience in Java/Python/shell scrip
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