Kelly Services, Inc.
The Support Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.\r
Essential Duties and Responsibilities:\r
\u00b7 IT Support relating to technical issues involving core business applications and operating systems\r
\u00b7 Support of disaster recovery solutions\r
\u00b7 Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches, wireless and security\r
\u00b7 Basic remote access solution implementation and support: VPN, Terminal Services\r
\u00b7 Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets\r
\u00b7 System documentation maintenance and review in ConnectWise\r
\u00b7 Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages\r
Additional Duties and Responsibilities:\r
\u00b7 Improve customer service, perception, and satisfaction\r
\u00b7 Fast turnaround of customer requests\r
\u00b7 Ability to work in a team and communicate effectively\r
\u00b7 Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently\r
\u00b7 Escalate service requests that require engineer level support\r
\u00b7 Responsible for entering time and expenses in ConnectWise as it occurs\r
\u00b7 Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University\r
\u00b7 Enter all work as service tickets into ConnectWise\r
Knowledge, Skills, and/or Abilities Required:\u00a0To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\r
\u00b7 Advanced understanding of operating systems, business applications, printing systems, and network systems\r
\u00b7 Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care\r
\u00b7 Diagnosis skills of technical issues\r
\u00b7 Ability to multi-task and adapt to changes quickly\r
\u00b7 Technical awareness: ability to match resources to technical issues appropriately\r
\u00b7 Service awareness of all organization\u2019s key IT services for which support is being provided\r
\u00b7 Understanding of support tools, techniques, and how technology is used to provide IT services\r
\u00b7 Typing skills to ensure quick and accurate entry of service request details\r
\u00b7 Self-motivated with the ability to work in a fast moving environment\r
With Kelly, you\u2019ll have direct connections to leading IT organizations in the best companies around the globe\u2014offering you the chance to work on some of today\u2019s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100\u2122 companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.
Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.
As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]
Kelly Services, Inc.
Website : http://www.kellyservices.com
William Russell Kelly founded the company in Detroit on October 7, 1946, operating as the Russell Kelly Office Service. He is widely credited with pioneering the modern temporary help industry. The company was renamed Kelly Girl Service in 1957, and it became Kelly Services® in 1966 to reflect the growing services of the company. Established in the International Marketplace In 1968, Kelly Services opened its first international office in Toronto, Ontario, Canada. The company’s first European office opened in 1972 in Paris, France. Today, we offer a full suite of outsourcing, consulting, and staffing solutions—delivered globally from over a 70-year heritage of dynamic talent innovations. Total Sales Revenue in 2016 was $5.3 billion. Fortune U.S. Rank Kelly Services is currently ranked 490 in the Fortune 500 list of America’s largest companies.