Client Support Services Technician - Help Desk / Project Team
Technicians provide on-going support for our clients with troubleshooting various technical issues 24/7, 365 days a year. Our team runs on various shift schedules to maintain effective coverage for continuous client support. Successful candidates will utilize interpersonal, communication, technical expertise as well as problem-solving skills, to provide an exceptional client service experience supporting multiple clients in a variety of industry verticals while working in a remote call-center environment. Technicians in our service desk come from all walks of life and support clients at various technical levels.
What you will do:
• Promptly address and resolve basic and advanced incidents and requests
• Log all incidents and requests into Plexus8’s ticket entry systems
• Document all client information per Plexus8’s standards, as gathered in the process of working with each
• Engage other service desk resources and appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Create a positive client support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation
• Handle more complex incidents and requests with a courteous and professional attitude
• Thrive in and contribute to the Plexus8 Culture
• Perform other related duties as required and assigned
Qualifications:
• Fiercely support client success and exemplify a do-whatever-it-takes attitude
• Knowledge of fundamental concepts of customer service
• Experience working in a technical service desk with a high call volume environment
• Demonstrated experience implementing and troubleshooting issues with most of the following:
o Internet connection(s)
o Firewalls (SonicWall, FortiGate, Cisco Meraki)
o Network switches
o Networking including LAN/WAN Ethernet, WiFi, and PoE
o Various on-premises and cloud-based VoIP systems
o On-premises servers including bare-metal, virtual including VMware and Hyper-V
o On-premises storage arrays and network-attached storage devices including QNAP and Synology
o Cloud-based infrastructure including AWS, Azure, SharePoint, OneDrive, Citrix ShareFile, Box, Egnyte, Dropbox, and more
o Email systems such as MS-Office 365, Google WorkSpace, Intermedia Hosted Exchange, and others
o On-premises and cloud-based software applications
o Local and network-printing and scanning
o Antivirus systems including Sophos and Webroot
o Backup systems including DATTO, Unitrends, Retrospect, VEEAM, Carbonite, Backblaze, and others
What you bring:
• Like fixing things, many things, all the time, people think you are weird because you like it
• Are resilient under pressure
• Have a strong desire to continually learn and grow professionally
• Have an overwhelming need to find a permanent fix to something you have just fixed again, in fact you will lose sleep if you don’t…
• Like to troubleshoot and want to do a victory dance when you find a solution
• Are an information gatherer and can be a hub to coordinate people to get things done
• Can develop strong documentation around systems and processes
• See the value in writing knowledgebase articles and Post-Mortem write-ups, as well as participating in debriefs for shared learning
Our Ideal candidate has:
• 7-10 years’ experience in a help desk / service desk capacity
• Technical certifications in; Windows, Networking, Mac, Desktop Support
• College or University Diploma
• Desire to travel to other client locations on occasion, if /when needed
Plexus8 has ambitious goals and need people that are dynamic, desire to be part of something greater than they are, and are passionate about technology. You have a chance to be part of a company that is changing how people think about technology consulting, procurement, engineering, and ongoing customized managed services support. Your creativity will be highly valued and your nerdiness will seem normal. If you want a place where you can grow and make an impact, this is it.
To apply, email your cover letter, resume, and references in PDF format to: careers@plexus8.com.