Compex Hero Support Technician – Level 2
The overall focus of this help desk position is phone and ticket queue support. The ultimate goals is to see to our clients’ needs and problems in an efficient and confidante manner. Additional tasks will revolve around monitoring client systems, client training, systems setup and support of existing client systems. Level 2 technicians will be able to go onsite, manage technician and client time as well as dive deeper into maintenance task.
Job Responsibilities: (In order of importance)
Checking, monitoring and managing email@example.com
Answering of phones to create tickets, offer referrals or take phone message for coworkers
Creating new tickets and scheduling of remote and onsite work
Using effective communication with clients to minimize call backs or missing pieces and to verify final solution
Work in Auto Task – Client Support 1 ticket queue – include time entry, solutions steps, final resolution, cost and expenses
Work in Auto Task – Accounts – to keep contact information, configuration items and additional data current
Provide phone and remote troubleshooting and help to all clients (based on individual contract SLA’s)
Provide Onsite Support and Project or Hourly support to Clients
Manage client and technician time to ensure success of Onsite Support
Provide preventive client care maintenance by monitoring Continuum
Be in charge of Continuum script building and script pushing
Be in charge of AVG Cloud Care monitoring and maintenance
Complete quarterly external hard drive checks and validations
Complete recurring external hard drive swaps at client sites
Take an active part in planning computing solutions for clients to alleviate repeated ‘fixes’
Bench test proposed solutions
Achieve training from Compex Two vendors and partners
Continuously work to keep the office clean and organized. Share in the overall duties of cleaning, recycling and organizing.
Provide Website Solutions Be in charge and responsible for the Compex, Inc website and legacy client websites. This includes domain registration, new website development, website upkeep and maintenance and changes. This will be largely client communication and project organization. WordPress knowledge is a must.
Remain friendly and professional in the office and on site.
Offer help and support to co workers even if it is outside of existing job description.
Work to keep personal work area and all of the office organized
Qualifications and Requirements:
Be able to lift at least 50 lbs
Have reliable transportation, insurance and clean driving record
Obtain A+ or better certification within first 12 months
Perform quality work and meet the objectives set by the Service Manager. (SLA, QC and Other)
Meet the technical expectations of a Level 2 Technician as reviewed by the service manager.
Meet efficiency objectives of time recorded, tickets produced as determined by Service Manager
At least one year of supporting/troubleshooting Windows environments, including Windows XP, 7, 8, 2003, 2008, 2012
Thorough understanding of basic network protocols: TCP/IP, DNS, DHCP, etc…
Excellent customer service and personal skills
Background check and drug screen required
Eligible for Goal Bonuses
Eligible for Compex Technician Benefits