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Helpdesk Technician

Company: Fuse.Cloud
Location: Jackson
Posted on: May 18, 2019

Job Description:

SummaryObjective The Customer support is the central point of contact for all VOIP, Fiber, telephony, and IT related incidents and service requests. This role is responsible for support resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The environment is dynamic, fast pace which provides services over the phone and through email. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Receives calls for Tier 1-Tier 111 for VoIP, SIP, IP network and authentication issues. Enter and track in ticketing system to ensure client is update concerning status of issue to include identification of nature of problem (fixes) and applied resolution Provides desktop and IT support for clients as needed Serves as initial escalation point for technical support issues Applies technical knowledge to the troubleshooting of VoIP, SIP, IP network and authentication issues Receives trouble calls and submits into Fuse.Cloud ticketing system Tracks and updates issues in ticketing system Documents all pertinent end-user information to include identification of nature of problem, fix(es) applied and resolution Performs necessary troubleshooting to resolve customer issues Escalates issues as appropriate to Tier II and Tier III support technicians Works with vendors to resolve problems related to their products Provides desktop support to clients utilizing Fuse.Cloud IT services Reviews, analyzes and evaluates possible trends with regard to common system failures or outages and communicating these to the Director of Customer Support Performs additional duties as assigned by the departmental manager Assists in quality assurance testing Builds positive rapport with customers Competencies Problem SolvingAnalysis Technical Capacity Communication Proficiency Time Management Teamwork Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand walk use hands to finger, handle or feel and reach with hands and arms. Position TypeExpected Hours of Work This is a full-time position, and hours of work and days are Monday through Friday, 800 a.m. to 5 p.m. On call rotation is required. Travel Travel is primarily locally during the business day. Required Experience High School Diploma or GED Office 365 Mobile Platforms Google, Galaxy iPhone and tablets Minimum of 2 years customer facing support Network Management Tools TDM or VoIP telephony networks Additional Eligibility Qualifications Ability to demonstrate practical troubleshooting and problem analysis techniques Good attention to detail and ability to show imitative Ability to prioritize, manage and perform under pressure to meet SLAs EEO Statement Fuse.Cloud is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind Fuse.Cloud is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Fuse.Cloud are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity andor expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Fuse.Cloud will not tolerate discrimination or harassment based on any of these characteristics. Fuse.Cloud encourages applicants of all ages. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

Keywords: Fuse.Cloud, Jackson , Helpdesk Technician, Professions , Jackson, Mississippi

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