Help Desk Team Lead (2nd Shift) - TEKsystems

Top Skills' Details

1. take calls from customers, following all the same expectations for quality customer service that is expected of the National Service Operations Center (NSOC) team members support teams.

2. Analyze logs, call examples, and supplemental information to provide insight into issues, working towards resolution of the issue with the Engineers, NSOC team

members, and customers as needed.

3. Identify areas of improvement for NSOC personnel & work flows, and present suggestions for tooling and process improvements

Description:

Job description summary: 2nd Shift role - 1pm - 10pm with 1 day remote As an National Service Operations Center (NSOC) NSOC Lead Technician,

you will be working as part of a team to provide technical support on issues to our Public Safety Answering Point (PSAP) customers. You will receive calls from INdigital911 customers and coordinate the technical response and resolution with the customer. All work is done in compliance with company technical standards and quality of service objectives. You will assist in things such as resolving audio problems, call delivery problems, location information problems, call routing, and text to 911. Supervisor Duties and Responsibilities: Essential duties and responsibilities include

but are not limited to those listed below:

● You will take calls from customers, following all the same expectations for quality

customer service that is expected of the NSOC team members support teams.

● Schedule and implement training for second shift NSOC technicians.

● Identify areas of improvement for NSOC personnel & work flows, and present

suggestions for tooling and process improvements.

● First point of escalation for all NSOC personnel on second shift.

● Develop and maintain working relationships with other internal stakeholders.

● Work with 1st shift supervisor and SME teams for monthly NSOC training/review.

● Analyze logs, call examples, and supplemental information to provide insight into

issues, working towards resolution of the issue with the Engineers, NSOC team

members, and customers as needed.

● Desire to teach and train co-workers to better understand nuances of services

provided by the company

● Liaison between NSOC and SME group for higher level escalation needs.

● Review tickets with NSOC team members to provide explanation for actions

taken, and coach on skills.

● Provide guidance for NSOC team members questions that do not necessarily

require escalation.

● Respond to calls and emails from customers using phone, ticketing, and email

applications

● Open a trouble ticket, triage info given to you in the initial report and create

additional tickets as necessary

● Resolve issues or escalate to one of our SME groups for escalation.

● Monitor and work tickets in the Escalations, Next business day, and each shifts

Watercooler.

● Open tickets with underlying transport providers and other 911 system service

providers and CPE vendors as needed, ensuring industry cooperation

● Follow up on open tickets at specified intervals to ensure resolution

● Provide updates to the reporting person and the agency as a whole on the ticket

resolution when available

● Receive training from higher level technicians internally or from external training

opportunities

● Demonstrate an understanding of effective troubleshooting / organizational skills

● Provide superior customer service from ticket inception to completion

● Assist other vendors and carriers with their troubleshooting efforts to resolve the

underlying issue that may be affecting the INdigital service

● Develop a basic working knowledge of SIP protocol and how to administer

Windows, Linux servers and other related networking equipment

● Able to present technical information to a non-technical customer

● Able to accurately maintain records, logs, reports, work orders, etc.

● Able to handle escalations and time-critical issues

● Maintain healthy relationships with other team members throughout the company

to improve service knowledge base.

Skills:

Help desk support, Help desk, Customer service, Troubleshooting, Windows, Support, Phone support, Service desk, Technical support, Ticketing system

Additional Skills & Qualifications:

Other Requirements:

● Maintain a valid driver’s license

● You will be added to an on call rotation.

● Be willing to work as required with a flexible schedule to accomplish departmental goals and be available by phone or other communications

device(s), on an as needed basis

● Must be willing to fill-in and/or adjust hours when other NSOC employees have PTO (paid-time-off)

● Present a clean, neat, businesslike workspace and appearance, wear appropriate attire with no visible tattoos or piercings

● Be prepared to complete any assigned task as required by your supervisor and in accordance with the satisfactory completion of all job duties and responsibilities

o  Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following: 

§  Medical, dental & vision 

§  Critical Illness, Accident, and Hospital 

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.