Your typical day consist of:
-Assist other technicians with requests for assistance with technical issues through IM, walk-ups, emails and via warm transfer where possible.
-Resolve escalated issues from a queue
-Communicate technical tips and news throughout the team by authoring knowledge base articles to further general knowledge.
-Educate technicians who have escalated incidents on the how these have been resolved.
-Assist operations in identifyin initial skil lgaps through escalated issues..
-Accept inbound calls from the ACD queue as necessary
-Model excellent customer service, process and technical skills
-Model knowledge base solutions usage
-Mode the necessity of ongoing learning and certification.
-2 to 4 years of of experience in a Help Desk/Support Center environment
-Apple operating systems
-Windows operating systems
-Proficient in Active Directory
-Email clients (Microsoft Outlook)
-Knowledge of VPN basics
- Excellent communication skills