Technical Support Technician Job in Eatontown, New Jersey US
Technical Support Technician
Role Overview The Technical Support Technician is responsible for gathering, troubleshooting, resolving, and documenting incoming technical and Service Connect issues. In conjunction with providing basic value added support, the Technical Support Technician is also responsible for delivering Help Desk and Service Connect support. Key Areas of Responsibility Responsible for managing and following up on assigned incidents Review, troubleshoot, resolve and document incoming network and server technical issues within established guidelines Provide best effort value add hardware and OS functionality support on all products CDW sells. Up sell value add support to billable services on products not purchased from CDW, requiring setup or training and enterprise Level equipment Update incidents daily and ensure all incidents meet call back guidelines Assign Service Connect incidents to the correct department for follow up Accept incidents within department SLA?s Document all incidents in the current CRM package per department guidelines. Install any operating system in a Desktop or Enterprise network environment. Provide billable support, when appropriate Ensure customer invoicing has been completed via established procedure Communicate new billable services based on customer needs. Communicate and follow up with customer and appropriate parties on issue resolution Provide excellent customer service at all times Responsibilities Occasionally cover other coworker shifts to ensure business continuity. Review all open incidents daily Escalate Service Connect and Help Desk Incidents to management when needed