RSC LVL 1 / 3515 Job in Hauppauge 11788, New York US

Position Description:

Job Summary: The Remote Support Center Level 1 Engineer (L1) position is an entry-level technical position into All Covered and our Remote Support Center (RSC). The RSC is a group focused on resolving issues remotely for our nationwide client base. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.

Duties and Essential Job Functions:
• Provide expert remote desktop support and basic server administration with a focus on:
o Client satisfaction
o Service delivery quality
o Technical excellence
• Drive to meet and exceed organizational goals for:
o Cost per Contact
o Utilization
o Customer Satisfaction
o First Contact Resolution Rate
o Employee Satisfaction
o Average Speed to Answer
• Demonstrate strong customer service skills to provide phone support including:
o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
o Producing accurate and detailed documentation at the client and incident level
o Resolving conflict
• Provide expert remote support for desktops, printers, mobile devices, and basic server administration.
• Follow task creation, work, closure, and escalation procedures
• Support team members with resolving client issues
• Meet or exceed position Key Performance Indicators (KPIs)
• Excel in the areas of:
o Remote troubleshooting skills
o Client service skills
o Professionalism
o Punctuality
o Technical competencies defined for the position

Qualifications:
• Call Center experience preferred
• High School Diploma or equivalent
• 1 to 2 years of experience with troubleshooting and providing remote support
• BA, BS or similar degree in Computers/Electronics or relevant experience
• At least one of the following industry certifications is highly preferred:
o MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
o MCTS in one of the following areas:
? Windows 7, Configuration
? Windows 7 and Microsoft Office 2010, Deployment
o CompTIA A+ and/or Net+
o Cisco Certified Entry Network Technician (CCENT)
o Apple Certified Support Specialist (ACSP)
• 1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
• 1+ years of experience with basic administration of the following:
o The most current versions of the Windows Server family operating system
o The most current versions of Microsoft Active Directory
o The most current versions of Microsoft Exchange Server
• Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
• Working knowledge of mobile devices, laptops and desktops
• Working knowledge of common desktop applications including the most current version of Microsoft Office
• Working knowledge of current tape and common business-class online backup solutions
• Working knowledge of client/server printing
• Strong interpersonal and oral communication skills, attention to details
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to type between 30 to 45 words per minute

Success Characteristics
• Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike.
• Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
• Affinity for and successful experience with small to medium size business environments.
• Ability to adapt and thrive in a constantly changing work environment.

Internal/External Contacts:
Candidates will be expected to interact daily with business leaders, department leaders, team members, and a variety of clients. Reports to and interacts with local Manager.

Working Conditions:
The majority of work will be performed at the All Covered Remote Support Center in either Denver, CO or Phoenix, AZ. Candidates are expected to spend consecutive hours in front of a computer monitor using a keyboard and mouse. Work either an eight or twelve hour shift schedule, starting at various times, with periodic opportunities to work overtime.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Qualifications:

• Call Center experience preferred
• High School Diploma or equivalent
• 1 to 2 years of experience with troubleshooting and providing remote support
• BA, BS or similar degree in Computers/Electronics or relevant experience
• At least one of the following industry certifications is highly preferred:
o MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
o MCTS in one of the following areas:
? Windows 7, Configuration
? Windows 7 and Microsoft Office 2010, Deployment
o CompTIA A+ and/or Net+
o Cisco Certified Entry Network Technician (CCENT)
o Apple Certified Support Specialist (ACSP)
• 1+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
• 1+ years of experience with basic administration of the following:
o The most current versions of the Windows Server family operating system
o The most current versions of Microsoft Active Directory
o The most current versions of Microsoft Exchange Server
• Familiarity with the use of and troubleshooting current version of the Mac OS (Desktop) is a plus
• Working knowledge of mobile devices, laptops and desktops
• Working knowledge of common desktop applications including the most current version of Microsoft Office
• Working knowledge of current tape and common business-class online backup solutions
• Working knowledge of client/server printing
• Strong interpersonal and oral communication skills, attention to details
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to type between 30 to 45 words per minute