Employer: Kelly

Position Summary:

  • Experienced and knowledgeable technicians responsible for the identification and troubleshooting of technical issues and recurring issues, the escalation of same to mid and senior-level engineering.
  • teams for full resolution, and the creation of documentation and process regarding recurring issues, new standard operating procedures, knowledge transfer material, etc.
  • This candidate will be part of a high energy and growing technical customer service group and must be able to work both independently and within an interdisciplinary team.

Minimum Requirements:

  • Able to promptly answer support related email, phone calls and other electronic communications.
  • Self-motivated, detail oriented and organized.
  • Experience with hardware and software issues.
  • Able to troubleshoot Apple and Windows machine, tablets, and iPads.
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  • Passion for solving problems of any nature.
  • Willing to work early morning or late evening shifts.
  • You must be comfortable learning new technology fast and wearing many hats.

Essential Functions of The Job:

  • Respond to customer calls, trouble tickets and monitoring alarms and follow established troubleshooting and escalation procedures.
  • Take ownership of trouble tickets; estimate resolution times; collaborate with other
  • team members to resolve and close issues.
  • Troubleshoot and resolve new and unique problems without a predefined solution.
  • Work with multiple teams to resolve issues that affect our users.
  • Coordinate with key stakeholders to realize performance improvements.
  • Be exposed to a wide variety of new technologies at scale.
  • Document and report to outside vendors and internal development and engineering teams.
  • Update internal Knowledge Base as technologies change.
  • Alert using various methods of communication of planned or emergency outages.
  • Make recommendations on process improvement based on incoming calls.