IT Technician

Posted on 03 August 22 by Mark Apruzzese

  • East Hanover, NJ
  • -

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Job Description

L1 - L2  (45k - 60k) Onsite - based off experience 

Position Requirements

· College diploma or University degree in the field of Computer Science or equivalent field and/or related experience with 3-5 years of end user support.

· The ideal candidate is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have.

· The Service Engineer will be supporting clients either remotely over the phone, utilizing remote connection tools from one of the ACT offices or traveling and working at the customer’s site.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Maintain a high level of customer satisfaction from work performed.

· Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied.

· Experienced in resolving end user incidents and requests.

· Communicate and collaborate with Service Team escalation technicians and engineers to solve issues.

· Document time and notes in each service ticket as the work is happening.

· Work with and follow up with vendors and partners concerning their product and service issues.

· Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls.

· Build rapport and elicit issue details from end users

· Troubleshoot and resolves issues following ACT standards and industry best practices.

· Identify issues that should be recorded in a global and client specific knowledgebase.

· Perform other duties as assigned.

· Maintain an ambitious attitude towards learning and training for products both ACT specific and industry wide.

· Willingness to learn.

· Highly self-motivated and directed, in a fast-paced team environment.

· Sharp attention to detail with proven analytical and problem-solving abilities.

· Effective time management in working on internal tasks as well as with external vendor.

· Ability to Travel onsite as needed.

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