Service Desk Technician

Position Information

Job Status:  Full Time

Location:  Telecommute or Office Location

Starting Salary:  $20/hr

Job Summary

The Service Desk Technician is one of the most critical roles within operations. They provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. They provide a single point of contact for our organization and support to users.  

Duties & Responsibilities

  • Act as first point of contact for all customer and internal requests, incidents, and problems
  • Responsible for tracking all tickets through their lifecycle
  • Monitor alarms and record and report on events
  • Monitor active customer tickets to ensure company standards are being met
  • Follow up with engineers to ensure updates are being made in a timely manner
  • Collaborate with Tier 2 and Tier 3 Engineers, Project Managers, and Sales Executives to present and deliver a joined approach to users and customers
  • Act as the empathetic and informed link between VOX and its customers and users
  • Responsible for collecting and documenting feedback from users to support continual improvement
  • Onboard new customers, including;
    • Prepare onboarding documentation
    • Set up web portal access
    • Conduct onboarding meeting with customer
    • System record review to verify correct information
    • Update system network information (SNI)
  • Work with third party vendors to resolve incidents

Requirements & Qualifications

  • High School Diploma
  • Customer Service experience preferred
  • Exceptional time management
  • Self-motivated
  • Excellent communication skills
  • Proficient in Service Desk software.

Benefits

Comprehensive benefit package including Medical, Dental, Vision, LTD, Life, 401(k), Paid Time Off, Paid Holidays

Additional Information

VOX Network Solutions, Inc. is an equal opportunity employer.  All employees must be citizens of the United States or can provide proof of employment eligibility.

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