Help Desk (2nd Shift) - TEKsystems c/o Allegis Group
Fort Wayne, IN 46804
About the Job
Seeking an Entry level IT Technician that is willing to learn.
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. Help Desk (2nd Shift)
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. Help Desk (2nd Shift)
Source : TEKsystems c/o Allegis Group