ACS group has an immediate need for a Tier II Helpdesk Specialist in the Telecommunications Industry. This is a Temp to Hire opportunity and is located in Twinsburg OH 44087. Our client is a leading Telecommunications Company.
Please review the job description below:
Top Skills: Helpdesk/Call Environment, Tier II Support, Active Directory, LAN/WAN
• The Support Desk Representative II delivers quality support and assistance to internal users while working to achieve departmental Service Levels.
• As a member of the IT Support Desk, the Representative II responds to incoming requests via supported channels (phone, portal, email) and documents all work in designated ticketing system.
• The Representative II responds primarily to incoming phone or ticket requests but may also handle escalated or advanced requests as needed.
• The Support Desk Representative II documents all work in designated ticketing systems and frequently contributes to the Knowledge Management system.
• Time is balanced between escalated tickets from other members of the team and tickets in their own assigned work.
• Work request are technical in nature and may require various troubleshooting techniques but also demands a strong customer service orientation to communicate effectively with both technical and non-technical users. Staff Augmentation for MDM and Jive mobile application deployment.
Telephone work constitutes 80% of the scheduled work time either responding to calls directed from an ACD or making outbound calls on in-progress requests.
Ticketing System: Remedy - ITSM
If it creates an interest for you, please email me the latest copy of your resume.
Thanks and regards,
ABOUT ACS GROUP. – ACS Group is a premier provider of IT Consulting, Engineering Consulting, Healthcare, Talent, and Workforce Management Solutions to Fortune 1000 companies globally. Our operating brands have provided targeted services and solutions for more than 50 years. We serve our clients through four operating companies:
#No. 6 Largest IT staffing Firm in the U.S. (2019 SIA)
#Largest Minority-Owned IT Staffing Firm in the U.S. (2018 SIA)
# No. 8 Largest IT Staffing Firm in the U.S. (2018 SIA)
#Inavero’s Best of Staffing® Client Diamond Award (2018).
#National Class lV Supplier of the Year Finalist and a Regional Class IV Supplier of the Year by NMSDC
#Inavero's Best of Staffing®Client Diamond Award Winner(2017)