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TeamDetroit (WPP = JWT/Y&R/O&M and more) Desktop Technician
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Jedi Knight
posted
If you feel you're qualified, send me your resume ASAP!
Chuck (chuckf@me.com)
or call me for details 248.622.0500


Desktop Technical Support Tier 2

This User Support Specialist II will receive the majority of incoming requests for assistance via telephone/email. The User Support Specialist must be familiar with PC and MAC hardware and software, LAN topology, and printers .
Essential responsibilities include the following:
• Providing skilled Level 1-2 technical assistance to the user community
• Fact finding and information gathering.
• Problem diagnosis.
• Troubleshooting/problem solving.
• Escalation management and call tracking via tracking software.
• Research and provide confident, accurate solutions to end-user problems on a timely basis.
• Suggest creative and efficient programs, guidelines, methods and procedures to enhance the quality of services provided by the User Support group.
• Participate in special projects and serve on manager-appointed task force teams.
• Acquire and maintain competent knowledge of relevant products, current support policies and methods of support delivery.
• Document and escalate all support calls for which timely resolution is not possible. Clearly communicate the escalated call to all concerned and involved parties. Monitor the successful resolution of the call, providing appropriate progress reports and status as needed.


Requirements:
• Required technical background includes experience with Windows XP/7, Mac OS X, Microsoft Office Suite, and BlackBerry/PDA devices.
• Thorough knowledge of PC and Mac hardware (desktop/laptop).
• Hands-on experience with problem-ticket systems and problem escalation management is important.
• The preferred candidate will have a Bachelor’s degree and/or technical certifications. Proven commensurate experience will be considered in lieu of a Bachelor’s degree and/or technical certifications.
• The successful candidate will demonstrate the ability to provide prompt, professional, and courteous services on all customer requests, problems, and queries.
• The candidate must have excellent oral and written communication skills and possess strong interpersonal and customer service skills.
• The individual should be highly motivated and have excellent troubleshooting skills.
• The candidate must be able to interact with individuals in all levels of the company.
• Requires a minimum of 3 years of experience in a customer support operation, including Help Desk and front-line support

This message has been edited. Last edited by: chuckf,
 
Posts: 164 | Registered: June 11, 2002Reply With QuoteReport This Post
Jedi Knight
posted Hide Post
FYI, TeamDetroit is also hiring a more entry-level position, for an Asset/Deployment person. Some basic Mac and PC skills. Need to be organized and have good people skills too. I don't have the job description handy but essentially you'll be setting up and imaging machines, configuring for first use, asset tracking and inventory.

Email me your resume and contact info to

Chuck (chuckf@me.com)
or call me for details 248.622.0500
Mention MacGroup
 
Posts: 164 | Registered: June 11, 2002Reply With QuoteReport This Post
Poobah
Picture of Donna
posted Hide Post
I was speaking to Allan Paul after the meeting. He did not hear your announcement at the beginning of the meeting. His background sounds like it meshes with what you are looking for. I don't hve contact information for him, but I think he is on the iBBs.
 
Posts: 2267 | Location: Ann Arbor MI USA | Registered: October 22, 2002Reply With QuoteReport This Post
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