The Outsourced Support Desk Technician is responsible for providing quality support desk services and technical assistance while on-site at the assigned client's location in a courteous and efficient manner while maintaining a high level of client satisfaction.ESSENTIAL FUNCTIONS:
- Provide technical support and remote help desk services to Marco client, escalating when necessary.
- Identify reoccurring issues in client's environment and proactively provide recommendations to improve efficiency, performance and reliability of client's network.
- Maintain client documentation.
- Support multiple end user requests and third party business applications.
- Effectively communicate with technical and non-technical end users.
- Meet established metrics and benchmarks and comply with procedures and expectations.
- Represent Marco in a professional manner at all times by maintaining a professional appearance and adhering to company standards.
- Maintain current technical knowledge and continuously work to expand knowledge of new technology and equipment.
- Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
QUALIFICATIONS:
- Associate's degree and two years of relevant experience; or equivalent combination of education and experience.
- Current high level industry recognized MTA certification preferred.
REQUIRED SKILLS:
- Proficiency with business collaboration tools such as MS Office applications.
- Communication - Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
- Commitment - See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
- Initiative - Must possess the ability to be a self starter and take initiative. Work to identify and resolve problems in a timely manner however if you can't resolve it yourself, use resources to find someone who can.
- Flexibility - Adapt to changes in the work environment. Change approach or method to best fit the situation.
- Team Work - Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others' views and welcome feedback.
- Time Management - Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.