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Senior Service Desk Support Technician

Company: AWECOMM
Location: Troy
Posted on: September 19, 2022

Job Description:

Job DescriptionAbout AwecommAwecomm is an exciting information technology firm delivering exceptional services to the small and medium business market. Our platform provides complete IT services for our clients so they can focus on their core business. In addition, we help our clients innovate with technology and process, to further enable their growth and success. Our clients are at the center of our delivery model and always come first. At Awecomm, we operate as a team and are always looking to add great new team members that share our values: Be Transparent open and honest is not optional Be Helpful enthusiastic, flexible, supportive, and team oriented Be Exceptional together we can go beyond great, and be exceptional If you share our values and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you. What you will be doingAs a Senior Service Desk Support Technician, you will be the primary contact for Awecomm and our clients needing technical support and expected to resolve issues on the first contact. We will need you to: Provide exceptional customer service to clients Troubleshoot and resolve technical issues related to Windows OS, Android/iOS Devices, and other network/infrastructure components Organize, track, and prioritize workload to exceed client expectations Effectively capture technical issues and document in case tracking system Ensuring tickets are handled efficiently and in accordance with the defined Service Level Agreements (SLAs) Supporting and assisting team members as needed to ensure team success with SLAs and client satisfaction results Assist System Administrators to resolve complex issues and communicate with the support services team as appropriate Take on learning new technologies and develop in specific areas of your defined Subject Matter Expertise (SME) Follow procedural documentation to setup and provision a variety of different technologies Occasionally provide onsite technical support and assist network engineers with assessments Onboard and mentor Service Desk Technicians Provide support after-hours as part of a team on-call rotation Experience & skills that will enable your successDemonstrated passion for technology and client service Excellent communication and writing skills Proven ability to provide exceptional client service Proven ability to know limits and seek assistance Consistent track record of demonstrated ambition with successful results Effective decision-making skills Proficient critical thinking skills Ability and passion to continuously learn new technologies in a fast-paced environment Education and experience demonstrate a track record of success (Bachelors Degree strongly preferred) Technical skills within the following but not limited to: Windows OSiOS and Android Mobile DevicesOffice applications: Outlook, Word, Excel, etc. Laptop and desktop hardware troubleshooting Active Directory Email setup and troubleshooting Network troubleshooting Printer install and troubleshootingApplication troubleshooting Workstation imaging and prep for deployments Why you will excel and love working at AwecommYou will fit right in if you love to provide great service, work as a team, and love technology. Some key indicators include: Excited and passionate about learning new technology Own your experience, and be proud of itWant to collaborate with others to solve problems and find a better way Always looking to make improvements continuous improvement focus and really enjoy making an impact Drive and embrace change Put the needs of others, especially clients, first Excited to come to work every day and help the team succeed Flexible and have a positive attitude Ambition for advancement and your own continuous improvement commitment Additional reasons to love AwecommAwecomm culture and values Casual work environment Work with great team members committed to the overall success of the team Fun office events Free gym access including showers at the PNC Tower Access to golf simulator at the PNC Tower Walking distance to several restaurants in Troy Office lounge, snacks, and free flavored water and soft drinks Competitive pay and benefits Career advancement with free career development

Keywords: AWECOMM, Troy , Senior Service Desk Support Technician, Professions , Troy, Michigan

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