Providing technical support of desktop computers and related technology for Generac Power Systems. Handling complex support with assistance, including user queries and training.
About the role
- Help Desk Technician I providing technical support in NOC Service Desk handling escalations and customer calls. Assist NOC engineers with network outages in a fast-paced environment.
Responsibilities
- handle technical support requests directly from customers as well as escalation from other team members and field engineers
- assist the NOC engineers with handling any kind of tasks related to network and infrastructure outages
- Must be flexible to work nights and weekends, holidays
- Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
- Maintain standards and documentation on an ongoing basis as products and technologies evolve
- Accept customer calls,alerts, and escalations from the NOC engineers
- Follow trouble shooting Standards Operating Procedures (SOPs)
- Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed
- Engage in IT certification programs to develop subject matter expertise
- Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications
- Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement)
- Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
- Keep current on new releases, updates, and changes to Customer Run Book content
Requirements
- Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
- Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
- Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
- High level experience and knowledge of Windows and Mac operating systems
- Basic knowledge of Backup Solutions
- Basic knowledge of troubleshooting Remote Desktop Services and VPN
- Basic understanding of core network components
- Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
- Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues
- Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration
- Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure
Benefits
- excellent benefits
- exceptional work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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