Vacancy caducado!
Job Description
- Resolve local & regional users’ tickets within terms of internal SLAs, documenting the resolutions in our ticketing application (Remedyforce)
- Deliver Triage, L1, and L2 technical support for Incidents and Service Requests
- Provide support to a wide range of employees including all levels of VIP Executives
- Provide support to local on-site and remotely located customers
- Provide knowledge transfer to Internal and External ITCS Technicians in local and Regional Locations
- Display, encourage, and promote a deep sense of Customer Support to customers and ITCS Team
- Resolve more complex and everyday incidents & service requests relating to end user hardware and software problems and malfunctions, including mobile devices
- Interact and consult directly with end users to manage their satisfaction; providing guidance, assistance and follow-up on any end user inquiries
- Escalate to higher levels of support or teams where needed (Internal or External Providers)
- Perform technical assistance (installation of computers, printers, desk & mobile phones, including office relocations)
- Write Q&A and documentation for Knowledge Base (Technical and End Users)
Qualifications
- Degree required
- Minimum 5 years IT general experience
- Knowledge of Windows and MAC-based personal computers
- Excellent communication skills with a deep sense of customer support professionalism
- Ability to deliver a professional attitude in person, on the telephone, and in written communications
Additional Information
BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers.We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteranstatus, disabilitystatus, orsimilarcharacteristics. All employment is decided on the basis of qualifications, merit, and business need.
BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employmentopportunity. Regardless of past practice, all resumes submitted by search firms to anyteam memberat BIC via email, or directly to a BICteam memberin any form without a valid writtensearchagreement in place for that position will be deemed the solepropertyof BIC, and nofee will be paid in the event thecandidateis hired by BIC as a result of the referral orthroughother means.
Vacancy caducado!