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Company

Tentek, Inc.
Address Los Angeles, CA, United States
Employment type CONTRACTOR
Salary
Category Staffing and Recruiting
Expires 2023-06-22
Posted at 11 months ago
Job Description
  • Will be responsible for addressing all technology support, service, and hardware procurement needs.
  • Will resolve in-person priority technology issues with a strong focus on world class customer service. In addition, will aid in the adoption of new technology by planning, and executing strategic promotional events.


Position Requirements


  • Experience with email systems and remote support tools
  • Knowledge and understand best practices around cyber security and technology
  • Proven ability to prioritize work and escalate issues as needed
  • Experience supporting Cloud and SAAS Applications and SSO for the Enterprise
  • An understanding of Apple MAC OS (Operating Systems, iPad, mini iPad, iPhone) and Windows.
  • Ability to read customers and make judgement calls
  • Able to make judgments under ambiguous conditions
  • Knowledge of Video Conferencing systems and Zoom Conference room technology
  • Excellent interpersonal and communication skills
  • Excellent verbal and written communication skills.
  • Humble and a desire to deliver ?rst-class customer service
  • Help Desk, Genius Bar, Executive Tech Support or Desktop Support experience desired. Demonstrated ability to communicate e?ectively with clients to assess and document needs and issues Troubleshooting abilities.
  • An understanding of current wireless technology, setup and hardware con?gurations
  • A passion for new technology
  • Follow de?ned policies for the procurement of new equipment and/or hardware refresh requests by coordinating with procurement and other teams as needed.


Daily Duties


  • Respect and adhere to all policies and procedures
  • Satisfy or exceed service performance goals, including ?rst call resolution, average response time frames, etc.
  • Serve as an informed and reliable team member by anticipating and satisfying customer and management requests for information or service in a timely and professional manner-- no justi?able customer complaints
  • Monitor daily ticket queue, update and manage tickets to ensure quality of service using SNOW.
  • Escalate issues as needed to correct management chain.
  • E?ectively manage multiple projects and priorities
  • Provide and oversee training on all policies and procedures unique to supporting end users
  • Receive and process walk-up requests for service and ensure each request is documented appropriately in a ticket
  • Perform daily reporting requirements
  • Apply various troubleshooting triage methods to identify and document complex technical problems to escalate to Management
  • Communicate in a positive, cooperative manner with co-workers
  • Oversee and manage the progress of any escalations from HELP Bar by coordinating with management and by ensuring proper hand-o? procedure has been completed.
  • Respond to incidents by researching, reading and applying critical thinking in attempts to escalate or resolve issues and share knowledge with other teams.
  • Update and follow all standard operating procedures & policies
  • Plan and prioritize the daily activities
  • Manage and update tickets through Service Now.
  • Receive and process walk-up requests for service and ensure each request is documented appropriately in a ticket.
  • Increase technical pro?ciency through hands-on experience (on-site or in-house) and/or technical manuals or mentors