Support Desk Technician - Onsite & SLA-Driven IT Help

NEXTmsp; Carmel (IN); On-site; USD 42,000 - 56,000; Part time

Benefits offered by this job

Certification material reimbursement

Job summary

NEXTmsp, based in Carmel, IN, seeks a Support Desk technician to resolve client requests and technical issues, providing guidance and escalating when needed. The role includes onsite visits, on-call shifts, and maintenance of timely ticket resolutions.

The position emphasizes strong customer service, teamwork with sales and engineering, and adherence to SOPs and security procedures in a fast-paced environment.

Qualifications

• Must have a valid driver's license and proof of automobile insurance.
• Independently resolve client requests and technical issues, providing expert guidance.
• Monitor and manage ticket queue to meet SLA requirements.
• Apply extensive knowledge across hardware and software to troubleshoot issues.
• Maintain professional communication with clients and ensure satisfaction.
• Conduct onsite visits to client locations using company vehicles.

Responsibilities

• Serve as first point of contact for customers via phone, email, or ticketing system.
• Independently resolve client requests and technical issues, escalating complex problems when necessary.
• Delight clients with a friendly, quick, and helpful experience.
• Conduct onsite visits to client locations using company vehicles.
• Participate in on-call rotation and handle after-hours support as needed.
• Monitor and manage the ticket queue to ensure SLA compliance.
• Accurately document client requests, resolutions, and progress.

Skills

Driver's license

Ticket resolution

Ticket queue management

Technical expertise

Customer interaction

Onsite visits

Detail-oriented

Team support

Job description

NEXTmsp, based in Carmel, IN, seeks a Support Desk technician to resolve client requests and technical issues, providing guidance and escalating when needed. The role includes onsite visits, on-call shifts, and maintenance of timely ticket resolutions.

The position emphasizes strong customer service, teamwork with sales and engineering, and adherence to SOPs and security procedures in a fast-paced environment.