Field Support/ Desktop support specialist 1 All Covered
Role Summary: The objective of the Support Specialist I (SS-I) is to provide superb customer service reflecting the client-centric and quality focused mission of All Covered through the direct provision of remote and on-site support to our clients. The Support Specialist I will interact daily with clients and works with other Client account stakeholders in understanding client support requests and requirements. The Support Specialist I is primarily focused on end user support but must also possess a basic understanding of entry level system administration functions.
Duties and Essential Role Functions:
?Provide on-site and remote end user support with focus on:
oService delivery quality
?Perform end user support primarily relating to the desktop and Mobile communications.
?Perform entry level network diagnostics and repairs as directed
?Assist with the Proactive maintenance, documentation, and testing of client network environments as directed through a combination of scheduled onsite and remote work using prescribed checklists.
?Develop Subject Matter Expertise in focused area(s) as local team, market and Regional needs dictate.
? Professionally document all work performed and submit accurate timecards on a daily basis.
?Assist other team member in maintaining accurate and up to date documentation of client?s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team.
?Project Deployment ? the SS- I may at times work with assigned project leads and Project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of I.T. projects for our clients
?Work with other team members to identify new revenue opportunities, primarily via projects.
?Respond to communications from team members within timelines established by All Covered?s communications standards
?Effective Utilization target of 95%
?Timely escalation of issues that prevents the SS-I from performing the above job functions.
?The S.S. may be required to participate in the on call rotation that may include off hours onsite visits
Qualifications and Requirements:
?High School Diploma or equivalent
?At least one of the following industry certifications is required:
?Microsoft Technology Associate (MTA)
?Minimum of 2 years? experience supporting and installing Windows Desktop operating systems (Windows XP and above)
?Server/network administration experience is a plus (Windows Server 2003 and above)
?Advanced knowledge and proven record deploying and supporting Microsoft Office applications (Office 2007 and above)
?Basic understanding of Firewall appliances and services (Cisco ASA and/or SonicWall NexGen models highly preferred).Support experience considered a plus.
?Basic understanding of the following protocols and networking services: TCP/IP, DNS, DHCP, Layer 2 Switching.
?Good understanding of and practical deployment experience of Client Mobile messaging devices including Blackberry, iPhone, Android handhelds and Tablets..
?Basic understanding of and practical entry level support experience of Backup processes, software and hardware
?Basic understanding of WLAN, security concepts
?Proven troubleshooting and diagnostic skills
?Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools
?Must be a detail-oriented self-starter ? function autonomously, with minimal supervision
?Strong team player
?Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
?Strong customer service orientation
?Demonstrated dedication to consistent quality
?Possess valid and clear drivers? license and have access to a good working car and/or other form of reliable transportation as required
?Daily interaction with team members and a variety of clients. The SS works closely with the Engineering Team Lead and Client Account stakeholders to ensure consistent quality service Delivery.
?Must be aware of and make best use of proper escalation procedure for technical and non-technical client issues in order to achieve timely quality resolution and client satisfaction
The majority of work will be performed at client locations which may vary in terms of quality of workspace. Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other information technology equipment as required. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse. Frequent driving or commuting from one client location to another is required.
Notes: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
||Madison Heights, MI |