Milestone Technologies, Inc.

  • IT Helpdesk Technician - Shift Work

    Job ID
    2018-7016
    # of Openings
    3
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Customer Service
  • Overview

    Our client is the leader in Digital Transaction Management and a global standard for signing everything, everywhere.   We’re looking for an Help Desk Technician to join our team working out of our Dublin office, reporting to the Manager, IT Global Client Services, servicing our Global internal customers. The Help Desk Technician is dedicated to meeting the expectations and requirements of internal customers, delivering IT services, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect. This role will cover 24 x 7, days, nights and weekends need to be covered on a rotating shift pattern.

     

    Professional Fundamentals

    • Has a “can do” attitude and enjoys participating with a global team
    • Works with a high degree of integrity and accountability
    • Has a passion for customer service

    Responsibilities

    • Provide first level contact and convey resolutions to customer issues via phone, e-mail, self-service, or walk up requests
    • Support local communities via helpdesk ticketing system and understand when to escalate priority issues
    • Preserve and grow your knowledge of Help Desk Procedures and Services
    • Work with Global IT staff members to analyze and resolve problems associated with technical issues
    • Provide operations support including, account management, troubleshooting and service optimization
    • Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines
    • Clearly document all actions performed to resolve the service request in the IT Service Management System
    • Actively participate as a Global IT member and participate on Global initiatives when needed

    Qualifications

    The Help Desk Technician must demonstrate a proven ability to provide excellent customer service, manage and prioritize service requests and customer incidents with minimal supervision, excellent organizational skills, a teamwork approach and the ability to act independently to solve problems.

    • Strong troubleshooting and problem solving skills, resiliency in the face of continual change, and ability to handle high demands
    • Strong client-facing and communication skills
    • Minimum of 2 years of experience in the Information Technology field
    • Working knowledge of Help Desk software, preferably Service-Now
    • Administration experience with Windows and Mac client systems
    • General understanding of Windows Server OS, Active Directory, and Office 365
    • MCP and or ITIL certifications are a plus

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