IT Technical Support
The Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use
- Achieve and maintain recognized and applicable technical certification(s)
- Relevant technical expertise related to the program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
- Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
- Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Bachelor's or Associate's Degree in a related technical discipline with 1 - 3 years of related technical experience preferred
- Achieve and maintain recognized and applicable technical certification(s)
- Relevant technical expertise related to the program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
- Working knowledge of client technical systems
- Courteous with strong customer service orientation Ability to effectively communicate, both written and verbally Ability to learn including strong problem-solving skills
- Dependable with proficient attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Ability to work as a team member, as well as independently with minimal supervision
JOB TYPE
Function
Skills
eTeam was formed in 1999 with the goal of becoming the supplier of choice for clients, employees and contingent workers. Today, we’re one of the fastest-growing companies in New Jersey and ranked as one of the best companies to work for by Staffing Industry Analysts and New Jersey Business. We’re also an honored member of Deloitte’s Technology Fast 50.
eTeam provides high-volume staffing, SOW and pay rolling services to structured contingent workforce programs and projects across the U.S., Canada and India. We also offer contract-to-hire and direct placement. Our “No-Sell, Service-Only approach has resulted in “Accelerated Hires, lower costs, reduced risks and better service for Fortune 2000 Companies, Large System Integrators and Government Agencies.
eTeam Fact Sheet
- Incorporated in 1999 as a Minority Business Enterprise
- Security Cleared provider to classified projects for Government Agencies and system integrators
- Global Recruiting Model & Locations
- Disciplines include: general staffing, information technology, engineering, clinical, scientific and professional
- Preferred provider to companies utilizing MSP/VMS
- Provider of customized, strategic staffing and SOW solutions for enterprise-level projects
Our Mission: To be among the 10% of suppliers for structured contingent workforce and SOW programs
Our Motto: efficiency. synergy. expertise.
Our Promise: “No-Sell, Service-Only
Our Mantra: “Accelerated Hires
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