IOC Technical Support Representative

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Working at NTT

POSTION SUMMARY:

The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

Secure-24 looks for high potential candidates, who understand that though this is an entry level position that with a completion of pre-defined training and work objectives, promotions are available beginning in as short a time as 15 months.

ESSENTIAL FUNCTIONS:

• Proper handling of end user requests
• Keeping customers informed on the status of their requests
• Ability to talk-troubleshoot and type at the same time (solid documentation skills)
• Showing proper urgency for customer issues
• Resolution of level one issues - Following knowledgebase articles and procedures
• Identifying recurring issues
• Investigation of automated system alerts
• Troubleshooting and problem solving skills put to use daily

Team Focus:

• Person should desire to remain on the forefront of industry practices and technologies
• Takes personal responsibility for meeting commitments
• Ability to work quickly and accurately
• Motivated, wants to help people, desires to use new and creative ideas
• Eager to acquire new knowledge
• Responsible for meeting Technical Support Representative Scorecard Goals

Qualifications:

• Understanding of the basics of Active Directory, Microsoft Server OS
• Comprehension of network basics, such as TCP/IP, Ping, Trace Route
• 1+ Years of technical support or IT desk side support
• Solid troubleshooting skills
• Fluent in English, valid Michigan Driver’s License
• Ability to work in cross-functional teams
• Excellent oral and written communication skills
• Available for multiple shifts, including afternoons and/or overnights
• CompTIA+, Network+, or Security+ a bonus, but not required

What will make you a good fit for the role?

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category