Milestone Technologies, Inc.

  • VIP Support

    Job ID
    2019-8350
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    General IT
  • Overview

    The role of the VIP Support is to assist employees of the organization regarding all facets of the corporate computing environment and coordinate & oversee the activities of the VIP Support team. The VIP Support must have first-hand experience supporting computers in a Windows environment. Excellent communication and interpersonal skills are important so the individual can effectively work with internal groups and end users. The VIP Support team supports desktop computing needs of key VIP end-users in the organization in Foster City, CA.

    Responsibilities

    Duties and Responsibilities

    • Provide Windows and IOS device support.
    • Work with ITSM (IT System Management) systems and update Incident and Request information in a concise manner.
    • Perform Tier II support via phone, email on-site or remote management applications.
    • Manage and prioritize the work assigned to his/her work queue in the ITSM application (ServiceNow).
    • Follow standard operating procedures and resolve incidents assigned to them within ITSM application.
    • Directly resolve or appropriately escalate user reported problems/issues to other IT groups.
    • Provide users solutions to their reported issue, then update the Incident or Request information in the ITSM application.
    • Ensure prompt, satisfactory resolution of issues.
    • Identify problem trends and provide recommended solutions. Document trends in the ITSM application by creating Technical Notes, and other knowledgebase articles within the service desk.
    • Support customer application requests and perform break/fix or remote installations as needed.
    • Assist remote users with access problems, including performing password administration.
    • Support customers with Desktop application support and configuration. (Microsoft Office Suite, Active Directory (password reset), printer setup, etc…)

    Knowledge, Skills, and Abilities

     

    1. Excellent customer service skills in a high touch environment, including VIP support
    2. Excellent verbal and written skills.
    3. Basic networking skills (i.e. TCPIP, DHCP, DNS etc).
    4. Familiar with ticketing systems.
    5. Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using remote tools.
    6. Able to perform data migrations.
    7. Experience in supporting the Windows operating system and associated applications.
    8. Excellent team work skills.

    Qualifications

    • 5+ Years working in a desktop support, help desk or NOC environment.
    • MCSE/MCP is a preferred.
    • A+ preferred.
    • Experience in providing desktop support to corporate users.

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