Mobility Service Desk Technician (Columbia)

at  Acuity Technologies

IS THIS FOR YOU?

• Are you interested in a career in the technology industry?
• Are you hard-working and diligent with attention to detail?
• Are you determined and persistent in making sure tasks are correct and complete?
• Do you have excellent verbal and written communication skills?
• Are you looking for an opportunity to grow your technical skillset?
• Do you have technical support experience in the IT industry?
  This is a position on our Help Desk providing technical support for mobile devices for our clients. You will be part of a team supporting thousands of users in enterprise environments. You will be supporting company-issued mobile devices such as: cell phones, tablets & iPads, rugged devices (scanners), and mobile watches. These devices have services on multiple different carriers in multiple different countries. If you enjoy solving technical problems, are a self starter, take the initiative to deepen your understanding of current technologies, and enjoy being productive without requiring oversight, then we’re interested in interviewing you. If you have mobile device support experience as a service desk technician, that is a plus but not required; training is provided. At Acuity Technologies you can be part of a dynamic technical team pushing the envelope on solving mobile device problems while gaining valuable industry experience.

POSITION SUMMARY

The Service Desk Technician is responsible for providing support to end-users by phone, email, and ticketing system.

Specific responsibilities include:

• Provide daily technical support for mobile phones, mobile watches, and mobile tablets in enterprise environments.
• Maintain contracted SLA’s while providing exceptional customer service.
• Ability to work in multiple systems simultaneously to resolve end user issues.
• Fielding inbound support calls, taking possession of support tickets, and engaging the end users.

• Documenting your work in our ticketing system as you resolve issues with the end users.

  Skills we’re looking for:

• Positive attitude and willingness to educate yourself during work hours when work loads are light.

• Ability to be calm and effective in a, sometimes, high stress environment.
• Willingness to ask team members for help to expedite solutions to end users.
• Ability to focus your attention to details and accurately document end user interactions.
• Professional attitude with excellent written and verbal communication skills.
• Solve problems using our knowledge base articles or taking the initiative to solve new problems yourself.
• strong work ethic with willingness to take advantage of Acuity’s senior team members experience.

Requirements:

• Must be bilingual (English AND Spanish).
• Some support related experience working in a helpdesk environment for IT services.
• Familiar with or have worked in ticketing systems with SLA’s (Service Level Agreements).

• Provide daily technical support for mobile phones, mobile watches, and mobile tablets in enterprise environments.
• Maintain contracted SLA’s while providing exceptional customer service.
• Ability to work in multiple systems simultaneously to resolve end user issues.
• Fielding inbound support calls, taking possession of support tickets, and engaging the end users.
• Documenting your work in our ticketing system as you resolve issues with the end users