Reporting directly to the Tier2 Lead, the responsibilities will include – answering tech support related calls, as well as troubleshoot escalations.

Responsibilities Include\:

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  Support all users that work from home with any IT related issues from our Tier2 queue or route to the proper channels when it falls under the clients support lines.

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  Provide IT support for any escalations via phone, WebEx or zoom rooms to our work from home users when necessary. Watch for Escalations in SharePoint between calls and complete in a timely manner.

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  Perform Callbacks to follow up on any issues awaiting word from other Depts.

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  Monitor and respond to ACT communication channels (ACT Email, Spark, Cellphone) Stay in communication via email and spark with other Tier2 and Technicians to speed up troubleshooting and any type of guidance needed from each other.

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  Follow our established procedures and escalations process.

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  Troubleshooting IT related issues at the desktop level and assist on reducing response times when techs are referred to other IT teams for additional information, troubleshooting or escalations, etc.

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  Provide PC desktop hardware, software, application, and network connectivity support to WFH Users.

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  Get approvals for hardware replacements and returns to the site.

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  Installation and testing of new hardware, software and applications as needed for Users.

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  Coordinate with local teams as necessary as it relates to the troubleshooting of our hardware and software as well as submitting requests and work orders for shipping equipment and those Returning to Site.

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  Monitor all sites tickets queue and ensure we are responding within due dates. Follow up on issues for all pending tickets as well.

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  Provide WFH users with the status on their equipment when being replaced or first-time users.

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  Work together with IT Depts. for big projects that affect WFH users on daily updates

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  When hardware is damaged due to Agents own fault, Submit the documentation to local sites HR for proper pay deduction.

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  Join bridge calls when needed for WFH Agents and troubleshoot their issues.

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  Common tasks handled over the phone or bridge calls are listed below\:

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  First time equipment setup.
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  VPN drops/not connecting
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  VPN not sending or Phone not Receiving Authentication Login
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  Move agents to a different VPN and ensure the IP address has been updated if needed.
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  Headsets not working/no sound
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  Software Installations
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  Remote Domain WFH PC’s off of the Domain
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  No Folders on Agents Desktop
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  Damaged Hardware
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  Call Tracker Issues
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  Avaya & Cisco Soft Phone Issues.
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  Firewall Hard phone WFH Issues
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  Move agents from VDI to Desktop or laptop setup.
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  Etc.

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  Stay up to date with new processes and system changes that affect WFH users.

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  Help local techs with New Hire WFH Tech Setup Classes when scheduled.

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  Help with account Resets.

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to commute/relocate:

• Johnson City, TN 37615: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location