Company Overview:
Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.
Job Description:
Service Desk is responsible for providing end user support for all applications software, network infrastructure and computing devices and peripherals. This includes working with internal and external resources, coordination of vendors. Will act as the first line of support to IT related issues. Will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Work Hours Flexible. The position requires you to work in Morning/Evening/Night Shift
Job Responsibilities:
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Provide excellent customer service and communication to customers.
- Relay information between Internal and External Customers in a proactive and efficient manner.
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Monitor the support cases regularly to ensure the cases are closed as per the set Service Level Agreement (SLA)
- Coordinate with resources/third party vendor to meet the SLAs.
- Ability to complete the assignment on schedule.
- Ensure all orders are completed and systems updated accordingly.
- Ensure all outbound paperwork is accurate and recorded correctly.
- Maintain metrics, customer service logs.
- Other duties and special projects as assigned.
Job Requirements:
Education Experience
- Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred
- Linux server including command line interface.
- Excellent Communication
- ITIL Intermediate Certified in (SOA -Service Offerings and agreements), Microsoft Office Knowledge
- Flexible to work in shifts.
- Experience should be in between 2-5 years.
- Experience in a fast-paced environment, need good time management, solid communication skills, and quick response.
- Working knowledge of the Software Life Cycle.
- Excellent organizational, and support case management skills.
- Strong understanding of Customer Support and Call enter Best Practices.
- Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus.
- Excellent communications skills and the ability to communicate effectively at all levels both within and outside the organization.
- Ability to interface with external contacts while favorably representing Jibe in the marketplace.
- Strong knowledge of standard hardware & software configurations, Storage and Computing preferred.
- Successful communicator at all levels using all media, with excellent interpersonal skills.
- Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.
