Sr. Helpdesk Technician

Job Description This position is open to someone located in the Metro Detroit Area who is able work in a hybrid capacity. This employee will be expected to spend 3 days per week on the client site. Monday-Weds or Tues-Thurs. Training will be 2 to 3 weeks all on site in Troy, MI. (also where the ongoing office days will be.) This is a great opportunity for a seasoned helpdesk or field service agent to move into a role with more responsibility. Much of your work will be off phone, and aiding leadership with projects, distributing workloads and completing off phone work such as tasks or web submits.*** Provide professional end-user support via telephone, email or web submits. Provide restorative or maintenance actions to resolve end-user problems. Responds to end-user problems based on standard procedures. Track incidents and calls, including but not limited to, entering data into the database timely and accurately. Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets. Process P1/P2 tickets - Issue that needs immediate assistance Details: Job Description This position is open to someone located in the Metro Detroit Area who is able work in a hybrid capacity. This employee will be expected to spend 3 days per week on the client site. Monday-Weds or Tues-Thurs. Training will be 2 to 3 weeks all on site in Troy, MI. (also where the ongoing office days will be.) This is a great opportunity for a seasoned helpdesk or field service agent to move into a role with more responsibility. Much of your work will be off phone, and aiding leadership with projects, distributing workloads and completing off phone work such as tasks or web submits.*** Provide professional end-user support via telephone, email or web submits. Provide restorative or maintenance actions to resolve end-user problems. Responds to end-user problems based on standard procedures. Track incidents and calls, including but not limited to, entering data into the database timely and accurately. Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets. Process P1/P2 tickets - Issue that needs immediate assistance Job Requirements Details: Minimum of completed two (2) years in college or has finished a Diploma/Certificate course. Must have at least 2 years Technical Support experience Excellent in oral and written English communication. Excellent customer service skills. Must consistently meet or exceed the required performance criteria. Able and willing to make several calls a day when necessary. Familiarity and good working knowledge in PC hardware and software troubleshooting. Prior Software Application support (e.g. Outlook, etc.) experience is a plus. Prior BPO experience in Technical Support is a plus. Familiarity with ticketing system, a strong advantage. Shift flexibility and schedule adherence are required for the position. #J-18808-Ljbffr Stefanini North America and APAC