Services Support Representative 2

Ampcus, Inc; Salt Lake City (UT); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading IT services provider in Salt Lake City seeks a Services Support Representative 2 for remote support roles. The representative will advise users over phone, email, or chat, helping to resolve technical issues related to hardware, software, and connectivity. Key qualifications include a High School diploma or GED and 1-2 years of relevant experience. This role aims to ensure maximum uptime for users, aligning responses with Service Level Agreements (SLAs).

Qualifications

• 1-2 years' experience in technical support or operational role.

Responsibilities

• Advise and assist users to resolve hardware and software incidents.
• Document service requests and escalate complex problems.
• Support L1 agents with client incidents.

Skills

Technical support

Problem solving

Analytical skills

Education

High School Diploma or GED

Technical certification or Associate Degree

Job description

Job Title

Services Support Representative 2

Location(s)

Salt Lake City, UT (Remote)

Job Profile Summary

Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals. Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment. Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances. Documents service requests and dispatches orders to support groups for problem resolution. Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs).

Key Responsibilities

• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

Key Qualifications

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• Generally, 1-2 years' experience in area of responsibility.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.

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