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Ago 042018
 

We are looking for a bilingual Help Desk Support Representative / Analyst. This is a Level 1 IT Specialist role in which your primary responsibility will be to provide remote support to our US-based customers. In this role, each day will be different with time spent troubleshooting and solving usersÂ’ issues and requests, helping maintain communication with our vendors, and helping to maintain systems. You will be the first person our customers reach out to for assistance so if you have a passion for problem-solving, enthusiasm for great customer service and a strong command of the English language, we want to hear from you!

RESPONSIBILITIES
• Provide first line assistance for information technology issues for Synetek customers in the U.S. via phone, chat, and email
• Successfully administer support service requests by identifying, researching, and resolving technical problems to completion
• Document all troubleshooting steps and all relevant information within trouble tickets using our ConnectWise Manage tool
• Follow up on tickets in a timely manner to ensure that we meet our SLA goals and achieve our customer service benchmarks
• Escalate fully documented problems as required to Level 2 support team
• Determine quickly and accurately incident scope and impact and escalate critical incidents to Help Desk Manager, as appropriate
• Support end users and endpoint maintenance by troubleshooting using event logs
• Employ our management tools to apply AV controls, end user remote support, OS maintenance, mail administration (Outlook), MSO Packages support, backup systems monitoring, and more
• Update the internal knowledgebase with issue resolution details and help create and maintain proactive processes
• Assist with special projects
• Punctuality and attendance with On-Call availability• IT/Telecommunications Engineer or Bachelor’s degree in Information Systems or related field, or equivalent combination of education and experience
• Solid knowledge of Windows networks, Windows 7 or newer operating systems, Microsoft Office, Office 365, Microsoft Exchange, anti-virus, security and internet
• Solid knowledge of networking – TCP/IP, DNS, etc.
• Minimum of 1 year of experience directly supporting users
• Experience with remote access tools
• Strong verbal and written communication skills ability to translate technical information to non-technical individuals
• Superior analytical and problem-solving abilities with attention to detail
• Demonstrated ability to follow problems through to resolution
• Commitment to customer service excellence
• Strong organizational skills
• Team player
• Fluent in English (read and write) is a mustNet Tech International (NTI) es el centro de operaciones en República Dominicana de Synetek Solutions (www.syneteksolutions.com) y GreenLink Networks (www.greenlinknetworks.com). Con más de 14 años de experiencia en el campo de IT, NTI se dedica a ofrecer servicios de soporte, telefonía, proyectos en la nube y programacion de aplicaciones para los clientes en los Estados Unidos. – Informática, Sistemas, Internet

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