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SalaryJob description
TEAMSOS (Special Order Systems, Inc. www.team-sos.com) is a Professional Services Organization providing technology solutions to businesses for the past 30 years. TEAMSOS is a Genesys (formerly I3) partner, Microsoft Silver partner and a Cisco Advanced Unified Communications partner. TEAMSOS is responsible for implementation of these and other key professional service solutions to our customers providing outstanding customer service and support. We are seeking a dedicated individual to join our Technical Engineering and Customer Support Helpdesk team as a Support Center Engineer I.
Applicant must be available to work a flexible schedule including evenings, weekends, and holidays.
Rate of Pay: $19hr- 22hr
Primary Responsibilities:
The Support Center Engineer I position is primarily responsible for supporting a variety of clients. Primary job duties include phone and e-mail Tier 1 Support, ticket management, resolution, escalation, communication and dispatch coordination.
Benefits:
TEAMSOS appreciates the role our employees play to help the company grow, and in return Medical, Dental, and Vision Plans, retirement savings and other work/life programs are offered to recognize the importance of our employee's contributions, such as:
- Medical Insurance (self – 100%, spouse and children – 30%), dental and vision insurance available, too – Starts the first day of the month after 60 days of hire.
- Collaborative Work Environment.
- Training Reimbursement + Personal Development.
- Paid Vacation – Start accruing from 1stday of hire.
- Holidays and Personal/Sick Days.
- 401k + Company Matching Program!
- Life Insurance/ AD&D (self – Company sponsored plan plus further available benefits for self, spouse, children)
- Hybrid/Full remote work models
Specific responsibilities include (but not limited to):
- First contact for help desk calls / emails
- Create tickets/cases in help desk application
- Manage open ticket queues
- Phone and remote support directly with clients.
- Escalate tickets to Support Center Engineer II.
- Provide frequent updates and communication with clients
- Daily time entry and details of work done
- Follow and work with established procedures
- Manage responses to Service Level Agreements
- Provide recommendations in various process improvements and automation efforts
- Ability to accommodate flexible work schedules
- Actively Monitor system(s) for potential issues needing on-site tech dispatch
Requirements:
- 1+ years helpdesk experience
- Must have above average Customer service soft skills
- Tech savvy with working knowledge of office automation products, databases, and remote control and monitoring platforms.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues.
- Desktop application support experience.
- Experience with desktop related hardware including peripherals
- Detail oriented.
- Experience following and working with established procedures.
- Experience managing support tickets and escalation procedures.
- Excellent written and verbal communication skills.
- Self-motivated and self-directed, able to work with minimal guidance.
- Must have a positive, can-do, team-oriented attitude.
- Must be willing to work holidays, weekends and overtime as needed
Job Type: Full-time
Pay: $19.00 - $22.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Schedule:
- 8 hour shift
- Every weekend
- Weekdays
Application Question(s):
- This Helpdesk supports several clients from the hours of 6am to 10pm PST. 365 days a year. Are you willing to work weekends and holidays?
Location:
- Nevada (Required)
Work Location: Remote
