Customer Service Desk -Network Ops Technician - Job ID 2986

#Location - Hybrid, Bridgewater, NJ

About iconectiv
Your business and your customers need to confidently access and exchange information simply, seamlessly and securely. iconectiv's extensive experience in information services, digital identity and numbering intelligence helps you do just that. In fact, more than 5K customers rely on our data exchange platforms each day to keep their networks, devices and applications connected and 2B consumers and businesses protected. Our cloud-based information as a service network and operations management and numbering solutions span trusted communications, digital identity management and fraud prevention. For more information, visit www.iconectiv.com. Follow us on X and Linkedln.

Responsibilities:

Skills such as strong PC, PC-applications troubleshooting, and related technology skills, customer-focused execution, strong attention to detail, patience with customers, and clear and polite communication are vital, while server and network monitoring and connectivity troubleshooting skills are highly desired. Our IT Service Desk – Network Operations Center provides end user support of proprietary business applications, support of standard (off the shelf) client software, monitoring alerts from systems and applications, and executing a variety of defined functions. The individuals that demonstrate teamwork, initiative and self-direction in this fast-paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

• The shift schedule for this role is Tuesday through Saturday, 10AM to 7PM Eastern Time in support of a 24x7x365 Service Desk – Network Operations Center (NOC). In addition, there will be the occasional requirement/opportunity to work additional shifts and national holiday shift work. There is a rotational on-call schedule. 
• Troubleshoot end-user technical problems and respond to requests.
• Monitor and respond to multiple channels of customer and systems communication including chat, email, and phone.   
• Ability to multi-task and prioritize work tasks based on specific requests.
• Accurately entering tickets into a ticketing system, assigning the tickets per a documented schedule and process, and calling/emailing the correct support technicians as required to resolve issues. 
• Carefully and accurately following all written procedures. 
• Support the following types of calls, questions, alerts, or tickets (not all-inclusive):
  1. IT Desktop Applications and Troubleshooting (ex. Windows, Outlook, Microsoft Office, VPN software)
  2. IT Infrastructure (ex. telephones, network/internet connectivity)
  3. Customer Service Requests (ex. password resets, VPN token resets, service questions)
  4. External iconectiv Product requests
• Production and Non-Production environment platform monitoring and ticketing for alarms and performance issues on systems, applications, databases, and network/customer connectivity.
• Manage alarm events and technical application issues – creating, modifying, troubleshooting, and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
• Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates. 
• Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
• Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
• Learn and help support Service Now Virtual Agent (aka Chatbot) and Service Catalog functionality. 
• Excellent work ethic, time management, teamwork, and strong customer focus are key skills required to perform this function successfully. 
• Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:

• Demonstratable experience in PC and PC applications troubleshooting. 
• Excellent written and verbal communication skills are a must as this is a customer facing position. 
• Minimum 1-2 years of customer service experience.
• Detailed and precise execution, initiative, critical thinking, and good follow through are key characteristics. 
• BA/BS degree is preferred but not required.  
• Any application support experience would be a plus.            
• Being a self-starter and an excellent team player is a must. 
• Being able to learn on the job and be able to quickly swi