Support Desk Technician - Part-Time

NEXTmsp; Newark Village (IN); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Certification reimbursement

Job summary

NEXTmsp is seeking a highly motivated Support Desk technician to resolve client requests and technical issues, provide technical guidance, and escalate complex problems as needed. The role requires strong problem-solving abilities, customer service commitment, and the ability to manage tickets efficiently.

Responsibilities include on-site client visits, ticket queue management, and collaboration with sales and engineering teams to deliver tailored solutions.

Qualifications

• Ticket resolution: Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Queue management: Monitor and manage the ticket queue to ensure SLA requirements.
• Technical expertise: Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Customer interaction: Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite visits: Conduct onsite visits to client locations using company vehicles.
• Detail-oriented: Accurately document requests and resolutions, tracking progress and ensuring timely follow-up.
• Team support: Assist with support desk functions and perform additional duties as assigned.

Responsibilities

• Serve as the 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 track progress to ensure timely follow-up.
• Ensure that tickets are not 'stale' throughout the process, aiming for a 95% or higher resolution rate.
• Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Work closely with clients, sales teams, and other engineering professionals to provide top-notch solutions Tailored to client needs.
• Follow SOPs for daily/weekly tasks and security procedures.

Skills

Ticket Resolution

Queue Management

Technical Expertise

Customer Interaction

Onsite Visits

Detail-Oriented

Team Support

Job description

Overview:

The number one goal of every member of the Support Desk is to make our clients exceptionally happy. We are seeking a highly skilled and motivated Support Desk technician to join our team. In this role, you will be responsible for resolving client requests and technical issues independently, providing technical guidance, and escalating complex problems as needed. This position requires strong technical expertise, problem-solving abilities, and efficient management of diverse support requests. This position combines technical expertise with a commitment to outstanding customer service, requiring you to resolve client requests, troubleshoot complex technical issues, and provide advanced support when needed.

About the Company:

NEXTmsp is a leader in managed IT services, providing 24/7 support, continuous monitoring, and robust cybersecurity. We focus on managing and optimizing IT infrastructures so businesses can concentrate on their core objectives. With our expertise, we ensure that technology enhances productivity and drives growth.

Key Responsibilities

Customer Service & Technical Support:

• Serve as the 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 our 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.

Ticket Management & Documentation:

• Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Accurately document client requests, resolutions, and track progress to ensure timely follow-up.
• Ensure that tickets are not 'stale' throughout the process, aiming for a 95% or higher resolution rate.

Technical Expertise:

• Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.

Team Collaboration:

• Work closely with clients, sales teams, and other engineering professionals to provide top-notch solutions tailored to client needs.
• Follow Standard Operating Procedures (SOPs) for daily/weekly tasks and security procedures.

Qualifications:

• Valid driver’s license: proof of automobile insurance
• Ticket Resolution: Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Ticket Queue Management: Monitor and manage the ticket queue to ensure compliance with SLA requirements.
• Technical Expertise: Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Customer Interaction: Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite Visits: Conduct onsite visits to client locations using company vehicles.
• Detail-Oriented and Organizational Skills: Accurately document client requests and resolutions, tracking progress and ensuring timely follow-up.
• Team Support: Assist with support desk functions when necessary and perform additional duties as assigned.

Work Environment:

• Fast-paced, dynamic office-based role where quick and efficient ticket resolution is critical.
• Adaptability to changing technologies and client needs is essential.
• Sitting in a stationary/seated position for extended periods.
• Walking in and around customer facilities and lifting heavyweight items such as computers, servers, and network gear.
• Expected to work 24-30 hours a week on a set schedule in our office.

Benefits:

• A proactive approach to ongoing training, including certification material and exam reimbursement.

FCRA Background Check Disclosure:

It is the hiring policy of NEXTmsp to conduct a full background check as a condition of employment.