PRI Technology
Location: New York,NY, USA
Date: 2024-11-19T11:27:05Z
Job Description:
Job Duties
- Assess, triage, research, resolve incidents, service requests and information requests covering application software, hardware componentry, network configuration and infrastructure.
- Collect information through customer interview, support tools including knowledge base and additional support staff (service resources) if needed.
- Move problems beyond the scope of ability or responsibility to Applications, Ops / Network Technology or Telephony service resources in a timely manner.
- Distribute devices and loaner equipment as required.
- Handle Conference setups as required.
- Provide New User Setup and Application introduction when required.
Requirements
- Fluency, facility and capability in Applications, Operating Systems, Networking and Desktop / Device problem solving, customer service and technical support.
- High level of fluency and capability in legal applications
- Good facility and conceptual underpinnings in Windows 10 OS. o Some understanding of MAC X OS.
- Awareness of Windows Network functionality including Active Directory (resources, user, computer accounts and groups), Domains (Organizational Units and Group Policies), Domain Controllers, Lightweight Directory Access Protocol. o Excellent technical and application incident problem solving toolkit.
- Highly developed customer service focus with well-honed telephone, email and one-toone skillset. o Some Desktop Support knowledge and capability. o Some conference room setup experience. o Awareness of Active Sync in support of iPhone and Android. o COMPTIA Net+ and COMPTIA Security+ certification required.
- AWS certification recommended
- Analyze, address and resolve incidents, service requests and information requests covering application software, hardware, networking and infrastructure.
- Log and track all incidents, service requests and information requests as tickets from identification through resolution into ticketing program.
- Use appropriate categories for incident, service request and information request logging.
- Document pertinent incidents and requests within knowledge base.
- Provide timely and coherent follow up with other support staff (service resources) involved in incident or problem to ensure correct resolution, fulfillment and communication.
- Deliver superior phone, email and personal customer service.
- Create a positive customer support experience and build strong customer relationships through deep problem understanding, timely resolution or escalation, effective and prompt communication of progress and presenting customers with a consummately professional attitude.
- Ensure coherent end-to-end customer experience acting as single point-of-contact.
- Communicate effectively, both verbally and in written communications with all levels of staff, administration and attorneys.
- Exhibit a patient, friendly, approachable demeanor with users at all times.
- Provide loan, conference and printer services as required.
- Set up and activate loaner devices and equipment, notify user of availability, clean device on return when and if required.
- Setup projectors, laptops and video conferencing equipment in conference rooms, remove assets upon session completion if and when required.
- Resolve printer and consumable issues.
- Manage loan assets, printer consumables and printer repair actions.
- Simultaneously and successfully handle multiple, disparate tasks.
- Train New Users in First Day Setup and Application Introduction as required.