ECW Network & IT Solutions is an established Managed Service Provider located in Deerfield Beach, FL servicing an established client base from local businesses to others around the country.
We are currently looking for a qualified and talented Service Desk Dispatch team member who encompasses the knowledge and experience as a Level 1 Service Desk Technician.
This candidate is responsible for attaining maximum utilization for internal and field technical resources through daily dispatch of service requests via intake of phone calls and email, while also assisting with Level 1 service requests as needed.
Essential Duties and Responsibilities:
- Single point of contact for clients for all service requests
- Taking inbound calls for service requests
- Inputting and pre-processing all service requests through ticketing system
- Handling Level-1 service requests for customers on as-needed basis.
- Dispatching and assigning service request tickets to tech support reps based on priority
- Working with Service Desk Manager to optimize productivity and response time of IT support resources
Knowledge, Skills, and/or Abilities Required:
- Interpersonal skills such as telephone, communication, active listening, and customer service skills are a requirement
- MSP experience is highly preferred
- 1-2 years of working IT Experience
- Computer and operating system knowledge
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT Services
PTO and Health Insurance benefits are applicable once 90 day probationary period has been met.
Job Type: Full-time
- Customer Service: 2 years (Required)