Address
Form of workJob Description
1 YEAR
Description:
TOP THINGS:
o Microsoft Intune and MS Authenticator
o Customer service/Client Support via phone experience
o Experience using a ticketing system (Remedy, Service Now, etc.)
JOB DESCRIPTION:
• Provides remote support with technical understanding and capability of Microsoft Intune and MS Authenticator.
• Primary responsibilities include: iOS device activation, Microsoft Intune Install and Enrollment, Enterprise Microsoft Authenticator install and enrollment, BYOD iOS device support for uninstall of MDM and re-install of MS Intune.
• Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time
• Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders
• Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents must be able to follow through on assigned tags to completion
• Assesses and ensures process and work conforms to existing policies, standards and guidelines
• Complete documentation of service requests within established time frames
Minimum Qualifications
- High School Diploma or equivalent
- 1 year of IT service/help desk operations experience
- Complete service requests and troubleshoot computer and device problems via the telephone & web channels
- Standard knowledge and experience Microsoft Office Suite, Microsoft Windows operations systems,
• - Support Experience with Avanti Intune, iOS, and mobile phone activations
- Strong client customer skills
- Ability to learn quickly and transfer essential knowledge to team members
- Adheres to work instructions and/or processes as defined in Run-Books and Playbooks
- Capable analytical skills
- Strong communication skills
- Demonstrates work quality and efficiency
- Open and adaptable to change
- Passion for safety
Desired Qualifications
- Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
- 1 year of general customer service experience in retail, or call center sales or service role
- IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation
- Qualitative and quantitative analytic & problem solving skills
- Advanced verbal and written communication skills
- Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Active Directory, TCP/ IP)
- Remote Support knowledge (e.g. VPN, Citrix, Global Protect)
- Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline
The Norland Group has been in operation successfully since 1996. We are a strong believer of people management, professionalism and accountability. We only make promises when we are certain we can fulfill them. Our business focuses on fulfilling the needs of commercial and government customers in administrative services, workforce mobilization, information technology, engineering, project management services.
Our Mission Statement
Our main goal is to provide career advancement opportunities to our associates. We are committed to bringing our customers exceptional support services with the highest quality, integrity, and innovation. We believe that we are the stepping stone for our associates to advance their careers and to live a better life. Everyone should have a chance to live a successful and happy life. We operate our business based on those values and we choose employees who value the same principles.
