Help Desk

About GlobalXperts:

GlobalXperts is a leading IT Solution Provider whose business focus is to provide Day 2 remote monitoring & co-managed support and professional services for advanced Cisco, Microsoft and Data Center solutions. Our Level 1 through Level 3 networking experts (CCNA through CCIE) are available around-the-clock and have a deep understanding of internetworking technologies (Collaboration, Data Center, Borderless networking, Security) and products from leading equipment manufacturers giving you access to multi-technology support from a single source. Our professional services approach track with Cisco's PPDIOO model which is to prepare, plan, design, implement, operate, and optimize. And, while each phase of the service delivery model is strategically designed to build upon the previous phase, GlobalXperts technical staff has been successfully utilized by our customers for any or all phases.

Level 1 & 2 Helpdesk Support Technician

80-90% over the phone and around 10-20% desk side support

Supporting over 600 users primarily in US, however there are some in South America, Germany, and UK

Position is for someone with 1-3 years’ experience (preferably not someone with more than 4-5) within Level 1 and 2 support area - supporting Windows 7 and Microsoft Office 2010

Daily Basis Responsibilities:

• Work within process/structure
• Work within team to manage 15-20 calls per days along with managing the INBOX with other team members
• Most issues are "password resets / Email Questions like "how do I set up an archive" or "how do I deal with size constraints for my inbox"
• Dealing with Viruses
• VPN issues (they use Cisco VPN, but do not need experience with that)
• May help with creating training manual at some point
• Creating tickets as issues arise and elevating if necessary
• Understand and not be afraid to ask for help when necessary

Qualifications

• High school diploma required. College preferred.
• Knowledge in Windows OS, , MS Office application, and MS Outlook/Exchange, extensive troubleshooting in Internet Explorer
• General understanding of LAN/WAN, printer configurations, Windows user environments and troubleshooting desktops, laptops, and peripherals
• Strong interpersonal and communication skills
• Either working experience in a technical support role or a technical degree
• Previous customer service experience a plus
• Team player
• Ability to multitask
• Positive attitude

Additional Information

All your information will be kept confidential according to EEO guidelines.