corebts - Service Desk Analyst - 2nd Shift

Remote - CT (Central)3w ago

Remote NA QA Analyst Microsoft Office Documentation

Requirements

• Two years related experience with Help Desk or network support preferred • Strong customer service, telephone skills and analytical skills • Experience with Microsoft Office Suite, iPhone and Android devices • Expertise in operating systems and application software • Familiarity with Cisco network technology • Working knowledge in major desktop operating systems and in major network operating systems. • Experience with basic end user administration, including network and general account maintenance • Experience in communicating with users in problem situations • Good oral and written communication skills with the ability to articulate network issues • Strong sense of ownership, capable of working independently and proactively addressing issues as they arise.

Responsibilities

• Take incoming phone calls and emails from Core BTS clients who are experiencing issues with the following technologies: Microsoft O365, Windows, Cisco, Citrix, printers, laptops, mobile devices (both Apple and Android), etc. • Provide empathic customer support in a courteous and friendly manner. • Timely resolve or escalate issues per clients Service Level Agreements. • Maintain professional communication and demeanor • Escalate higher-level issues to appropriate resources for in-depth investigation. • Communicate (verbal and written) with engineers on shift to ensure tickets are addressed • Handles incidents according to Wiki/KB documentation. • Advise management of required updates or corrections to Wiki/KB • Will stay abreast of advances in technologies and further education in emerging technologies. • NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. • NRI North America will accept applications on an ongoing basis. • NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. • If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].

Benefits

• You'll love working at NRI not just for the usual benefits, but for our environment and culture! • You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.