REQUIREMENTS & QUALIFICATIONS:

• Excellent customer service skills
• Excellent time management abilities
• Strong technical and analytical abilities
• Extremely detail-oriented and organized
• Excellent problem-solving skills and a solutions-oriented mindset
• Ability to handle difficult or emotional customer situations
• Ability to be an active listener over the phone
• Ability to recognize when to escalate an issue
• Self-motivated, flexible, and take initiative
• Excellent verbal and written communication skills
• Prioritize customer service and client satisfaction
• Bachelor’s degree in computer science or related field or equivalent with a demonstrated successful work history
• MCSE or equivalent experience a plus
• Software Vendor Certifications are a plus
• Field Engineer FE grade 6
• At least 2 years of experience in a Help Desk or NOC
• Proven technical ability

• Serve as escalation in the call que and for customer issues that require a higher level of support
• Respond to requests for technical assistance via phone, email, or the ticketing system
• Analyze client needs, recognize business opportunities and influence sales volume growth
• Perform remote and onsite remediation through diagnostic techniques and pertinent questions
• Prioritize first call resolution to maximize client satisfaction and minimize escalation needs
• Follow up with customers and users to complete the resolution and ensure customer satisfaction
• Provide training to clients on products installed
• Provide third party vendor management for Managed Service Clients
• Provide remote assistance to emergency service calls when needed