Sutherland Global Services Level III Service Desk Technician/Network Admin in Rochester, New York
Job ID / Title:
Level III Service Desk Technician/Network Admin
IT Helpdesk Services
Our Client isled by a team of seasoned entrepreneurs, operators and technologists. With software forming the foundation of every office, our Client is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service and flat-rate pricing our Client keeps their client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.
We are seeking highly motivated, detail-oriented go-getters who want to work with a tech startup.
We are seeking a Networking & Servers support professional to join our Customer Success team. This position will provide level 3-4 support to Client’s customers, while maintaining excellent communication, technical support and resolution tracking in an efficient and effective manner. If you have strong networking & servers support experience along with great customer service, apply today!
Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
First line help desk; resolve level 3-4 issues in a Mac OS and Windows environments
Troubleshoot hardware & accurately determine fixes
Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.)
Perform post-resolution follow-ups to help requests
Research issues and resolves technical problems
Implement and maintain operational documentation and procedures
Issue the daily operations status report and project status reports as required
Complete technical and special projects as assigned
Our most successful candidates will have:
Exceptional written and verbal communication skills
Exceptional ability to multitask
Experience using Apple hardware, Mac OS, Google (G-Suite) required
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
College degree from accredited four-year institution or relevant technical experience
Previous customer support, sales or technology experience a plus