Location
Chesterfield, MO | United States
Job description
FeatherShark is looking for a Stellar Level 2 Service Desk Technician to join our fast-growing team!
Are you someone who loves to learn and is excited about your career in technology? Are you optimistic and enthusiastic and love being part of a winning team? If so, then FeatherShark would like to talk to you.
We are on the lookout for a highly motivated Level 2 Service Desk Technician who is passionate about technology, enjoys problem-solving, and is committed to delivering outstanding customer service. This role is pivotal in managing escalated service requests, including troubleshooting advanced hardware and software issues, network problem resolution, and guiding clients in the optimal use of their IT systems.
About the Company
FeatherShark is a Managed IT Services provider with a focus on providing service to Fire and Ambulance Districts in the Midwest. We help our clients unlock the power of technology so they can do their best work.
Why do we need this position?
We're growing fast, and our front-line service team needs a strong technician to escalate more complex issues to. This position is in-person at our Chesterfield, MO office.
Things you'll do in this role:
- Provide escalated remote support to customers, via phone and email, in a timely manner.
- Troubleshoot and resolve advanced technical issues on computers, networks, and software.
- Answer questions and provide training for customers.
- Occasionally, travel to client locations to resolve issues and install equipment.
- Provide awesome customer service, ensuring escalated issues are resolved promptly and accurately.
- Help develop front-line support procedures and documentation to make sure that service requests are resolved quickly and accurately.
- Be part of a stellar team and collaborate with teammates to ensure that we are providing great customer service.
- Train and build your skills.
To qualify for consideration, you must:
- Have excellent written and verbal communication skills and communicate "in plain English" to clients.
- Be able to develop rapport and build relationships with clients.
- Have advanced skills in problem-solving and critical thinking.
- Be tenacious in providing great customer service.
- Have strong planning and organizational skills.
- Be able to accomplish amazing amounts of important work.
- Have a strong working knowledge of Windows and Mac computers.
- Understand TCP/IP, DNS, DHCP and wireless networking technologies. Bonus points for network certifications.
- Familiar with server technology and virtualization. Certifications a are a plus.
- Be skilled with Google and Microsoft Office applications.
Qualifications:
- 4-year bachelor's degree or equivalent experience
- A minimum of 2-3 year’s experience in a technical support role. Experience at a service desk is a plus.
Benefits:
Competitive salary commensurate with experience
Support for ongoing certifications and training
7 paid company holidays plus an additional 15 days paid time off for your personal sick and planned out-of-office time
Medical, dental and vision insurance coverage available. Company pays up to 90% of employee and 50% of family, depending on the type of health insurance plan you elect
Automatic enrollment in company-paid life insurance, short-term disability and long-term disability
401K plan available with company match
Job tags
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