Help Desk Support Specialist

JOB DETAILS:

This is a hybrid work schedule (mix between Lowell office and home) Monday through Friday remotely supporting clients in the Boston, Cambridge, metro north and southern NH areas.

COMPENSATION:

Base salary range commensurate with experience, quarterly profit sharing and bonus plan, mileage reimbursement and 100% company paid medical plan.

BENEFITS / HIGHLIGHTS:

• 100% paid medical plan including health, dental, vision
• Matching 401K
• Life Insurance
• Disability
• Paid Holidays
• Referral bonuses
• Paid certifications

What You’ll Do:

• Provide Rapid Response Remote Support for our customers with great Customer Service, resolving support incidents with a mix of remote in-office and remote in-home work
• Work within the Remote Engineering Team’s Service Delivery System Framework to provide a consistent and predictable experience for our customers
• Accept live call hand offs from our Ticket Routing team
• Resolve or escalate tickets within 15 minutes
• Manage a queue of tickets understanding priorities and deliverables
• Maintain Remote Engineering KPIs including utilization, SLA’s, and Customer Satisfaction
• Participate in Teambuilding, Knowledge / Experience sharing, feedback and process improvement initiatives
• Identify opportunities, areas of improvement, and technical solutions to meet business needs while interacting with clients and internal account teams
• Work on new installs, migrations, troubleshooting, and projects
• Interface with third party vendors and act as the liaison for the client
• Create, update and maintain comprehensive documentation of internal and client environments
• Participate in after-hours projects, troubleshooting and on-call availability
• Stay on top of new technology and industry trends by way of industry business articles, trainings, and certifications

What You’ll Need:

• Bachelor’s Degree or equivalent working experience
• 1+ years’ experience in an IT Engineering role preferred
• 2+ year interactive customer support/service (internal or external customers)
• You are a team player that can live by the NENS core values
• Exceptional written/oral communication skills
• A passion for customer service
• Exceptional written/oral communication skills and the ability to listen
• Reliable transportation required
• Permanent work authorization in the US
• Strong work ethic and self-motivated with the ability to manage multiple priorities
• Strong time management skills

Technical Knowledge & Experience:

• Experience in multiple areas of the Microsoft 365 platform (setup, configure, troubleshoot)
• Experience in standard business applications and collaboration tools including Office Suite, Teams, Zoom, and Adobe
• Experience in Workstation Hardware and OS technologies (Windows and MAC)
• Experience with Security Technologies such as MFA, SSO, and SAML (OKTA experience is a plus)
• Basic knowledge of Printer Hardware and Configurations
• Basic knowledge of Mail Security technologies and concepts such as Phishing, Spam, and Mail Filtering (Proofpoint and Mimecast experience a plus)
• Basic or conceptual understanding of server infrastructure, server virtualization technologies, and networking (firewalls, switching, wireless networks) across multiple client environments
• Demonstrated analytical and troubleshooting skills
• Humility and the ability to escalate issues where there is no clear path to resolution
• Ability to identify opportunities and areas of improvements for clients
• Certifications such as Microsoft Certifications, Okta Certified Professional, and A+ or Network+ a plus

See more at: http://www.nens.com/careers

See more at http://www.nens.com