Maintains client uptime and improves their computing experiences through effective on-site monitoring, maintenance and problem identification and resolution activities, as well as further developing our company’s positive reputation with existing clients through exceptional service.
Technical
Manages, maintains, troubleshoots and supports our users’ networks, equipment, software and services.
Identifies user problems, and works within a structured problem management and resolution process to remediate them within established SLAs.
Works with other resources and vendors to deliver effective field support services.
Identifies, documents and troubleshoots user computing issues to resolution and maintains customer satisfaction.
Utilizes our professional services automation (PSA) solution along with other service-specific tools and technologies to deliver on-site user support services.
Updates service request information with accurate documentation of all activities conducted.
General
Participates in ongoing training and attainment of certifications.
Develops and maintains relationships with customers that further develop our company’s positive reputation through exceptional customer service.
Maintains relationships with vendor contacts that are beneficial to the company.
Professional Development
Develop personal skills to efficiently and effectively work individually and as a member of the Technical Services team.
Participate in company-sponsored job-related activities and training to further develop your technical skills.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Business Ethics – Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
Communications – Expresses thoughts clearly in written form, articulates verbal thoughts understandably, demonstrates active listening skills, comprehends information heard, uses appropriate communication methods, and keeps others informed.
Conflict Resolution – Maintains calm under pressure, encourages respectful dialogue, confronts difficult situations without bias, acts within realistic timeframe for resolution, and resolves conflicts through fair negotiation.
Consistency – Follows through as promised, confirms people know each other’s expectations, arrives to and completes meetings on time, meets with direct reports in-person regularly, and changes decisions rarely.
Cost Consciousness – Saves money without lowering quality of service, performs within approved budget, conserves company and customer resources, develops profitable new revenue streams, and identifies new ways to lower costs.
Managing Multiple Priorities – Manages multiple commitments and/or projects, plans and utilizes time efficiently, responds to changing customer needs, resolves conflicts to deliver on schedule, and completes work in order of customer priorities.
Network Management – Demonstrates understanding of network architecture, responds promptly to user needs, monitors network performance, identifies and resolves network problems, and anticipates and defines future needs.
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Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.