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Desktop Support -W2
Location: US-TX-Houston
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Job Posting Title: Desktop/Tech Support: II (Intermediate) Location: Houston, TX Duration: 6 Months Contract ( can turn to perm) Candidates should be authorised to work in the US. Cannot sponsor visa at this point of time Local candiates required Working hours: 8:30am - 5:30pm It is critical candidates should possess strong customer service
Strong knowledge of MS Teams, Office365, Outlook
Ability to learn Realogy Tech Support
Strong Customer Support
Training will be onsite
Assist with password resets through Active Directory or Oct Office 365
ios devices /Android operating systems
Tickets for the National queue
SharePoint, One Drive
Teams Meetings
Mac OS must
Be self-confident to work through problems
Writing skills document tickets in HEAT The position will be onsite until they can be fully trained and ready to work from home and come onsite as needed.
The worksite is in Central Houston and the surrounding offices are 20-40 minutes one way in a starburst around Houston.
#1 Priority is Customer Service
Tech will be evaluated on CSAT, NPS, and MTTR
Must possess great verbal and written skills
Will be expected to thoroughly document troubleshooting steps and ultimate resolution in the Heat ticketing system. Will be migrating to service now in Q3 so knowledge of SNOW would be a plus.
Must be a self-starter with a strong work ethic, ability to learn new things and apply that knowledge in other areas. Would be expected to be involved in project implementation including scheduling and executing project plan.
Will be expected to provide scheduled onsite training to agents as well as host onsite Tech days. Tech will be expected to present instructional information to the end-user and host question and answer sessions afterward.
Will be expected to service the local Heat queue as well as the National Heat queue
*must be proficient in the Office 365 suite of products. Primarily with Sharepoint, Onedrive and Teams.
*must be proficient with Mac OS as well as IOS devices (Ipad, Iphone) mostly for email configuration but we do have 12 Macs in the advertising department that will need to be maintained.
*Should be able to add/remove/troubleshoot email accounts in android OS
*must be familiar with Windows software, troubleshooting software installs, re-imaging PC's and laptops
General networking knowledge, Active Directory, troubleshooting connectivity issues, locally support the engineering team with onsite hardware troubleshooting.
Additional software: TeamViewer, Ivanti, Heat, Service Now
Hardware: Vonage Phone Systems, Multi-Function Copiers
Amtex Systems Inc
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