Job Opportunities

Technical Support Representative – 2 positions!

Reports to:   Technical Support Services Manager
Location(s):   Bloomfield Hills, MI

Summary:
Responds and provides resolution, in a timely and efficient manner, to initial support calls and questions from corporate IT users.

Essential Duties and Responsibilities:

• Resolves IT related issues including but not limited to:
  • Level 1 user administration, software/hardware requests, application troubleshooting, printer configurations, etc.
  • Level 2 - system issues; network/system outages; VPN issues; software compatibility issues, etc.
  • Escalates, when necessary, support issues to appropriate area.
• Performs strict monitoring of internal ticketing system: Prompt completion of Help Desk tickets with full responsibility from pick-up through creating resolutions, communicating resolution with end-users and updating ticketing system with all valid information per accepted policies and procedures.
• Coordinates deployment, installation and roll-out of personal computers, printers and peripherals for all new employees and contractors/consultants.
• Answers complex technical questions in terms that end users understand.
• Supports software applications such as Microsoft Office Suite, Symantec AntiVirus, Visio, Adobe.
• Provides step by step instructions in a courteous and professional manner via phone, e-mail and in person.

Education/Experience:

• Education:
  • Bachelor’s Degree in business, computer science or related field.
• Experience:
  • 5 + years experience working in a Help Desk (phone support) environment fielding support calls from end users in a Windows 2000 - XP environment.
  • Strong hands on expertise troubleshooting Outlook/Exchange client issues is crucial.
  • Expertise working with and supporting Windows XP Professional, Windows 2000 and MS Office suite.
  • Expertise performing installation, maintenance, and diagnostics of desktops, laptops, printers and handheld devices.
  • Document management and CRM technology experience is required.
  • Laptop/Desktop configuration experience is required.
  • Experience with IP-Telephony configuration and troubleshooting along with traditional PBX systems.
  • Remote access experience is essential.
  • Knowledge of basic networking administration.
• May consider an equivalent combination of education and experience.

Computer Skills:

• Experience working with common desktop applications (MS Office).
• Strong knowledge of PC, laptop and printer hardware.
• Strong understanding of networking connectivity.

Other Abilities:

• Ability to troubleshoot various remote/mobile computing technologies: VPN, dial-up, home networking.
• Aptitude to independently troubleshoot new software and technologies as they emerge.

Other Qualifications:

• Personal dedication to customer service is a must. Concentrates on resolution at lowest level but provides excellent support and follow up for cases referred to secondary support tiers.
• Excellent customer relations skills.
• Desire to learn new programs and applications.
• Speaks in a clear and helpful manner and can communicate ideas verbally and in writing.
• Must be self-motivated, resourceful and able to demonstrate the initiative and ability to work with minimal supervision.
• Must be flexible and willing to work varied hours if necessary.
• Possess a positive attitude and a desire to help others.
• Demonstrate exceptional problem solving and analytical skills.

Logicalis has many opportunities to work in emerging technologies and has excellent opportunities and compensation. If you are interested in working at an exciting and growing company, join us now and accelerate your career.

For consideration, please send your resume including salary history and desired location to jobs@us.logicalis.jobs. You will be contacted if your background matches our requirements.