Tier 1 IT Support (REMOTE)
The Judge Group Inc.

Kenilworth, New Jersey

Location: Kenilworth, NJ
Description: Our client is currently seeking a Tier 1 IT Support (REMOTE)

Title: Tier 1 ITMS Agent

Location: Kenilworth, NJ 07033 - Remote Role

Duration: 6+ Months Temp to Hire

Job Description

• Create tickets for new service requests.

•Provide updates to customers on any changes to their service ticket. •Provide Tier 1 desktop support to clients in Windows

and MacOS based environments.

•Provide Tier 1 troubleshooting to clients for network incidents. •Setup and configure desktops, printers, and peripherals.

• Prepare quotes for any labor not covered by a Client Support Agreement.

• Maintain communication between the GSC Tier 2's, Service Coordinators, Field Technicians and clients on open service

tickets. Document communications in ticketing system.

• Coordinate all service documentation and ensure completion.

• Provide support for meetings as required.

• Work with manufacturers and vendors to develop relationships related to equipment servicing (technical support, securing

return authorizations, etc).

• Maintain tickets by assigned status; updates/follow-up within specified SLA urgency.

• Coordinate with Field Service Technicians daily.

• Work with Service Agreement Administrators to entitle and facilitate SLA's

• Assemble reports/paperwork as required for recording customer interactions.

• Provide a high level of customer support.

• Develop an on-going customer relationship, resulting in future loyalty.

• Provide updates to customers on any changes to their service ticket.

• Communicate with prospective clients and refer them to Account Executives as needed.

• Work with Account Executives to make them aware of issues not covered by an agreement.

• Identify escalations and involve management as needed.

• Check AV equipment within the office daily to ensure proper working condition

Required Skills

`• 6 months to a year minimum experience with IT related systems.

• Experience with remote desktop support for end users and their IT related issues

• Customer service industry experience; or equivalent combination of education and experience.

• Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc)

• Knowledge of computers and Microsoft Office Suite, ERP and CRM applications

• Proficient with remote desktop sharing software (Teamviewer, LabTech)

• Experience with Active Directory and managing O365 tenants

• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.

• Ability to write routine reports and correspondence.

• Ability to clearly document steps taken to resolve customer issues

• Ability to solve problems and deal with variables in situations where limited standardization exists.

• Ability to interpret a variety of instructions furnished in written or oral form.

• Ability to work both independently and as a team.

• Ability to provide excellent customer service to clients.

• Ability to efficiently meet deadlines.

• Ability to quickly switch between tasks and work under pressure with excellent results.

Contact: ssiddiqui@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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