Customer Support for Internet Operators assisting users by phone and resolving basic technical issues. Hybrid role with initial training in Barcelona.
About the role
- Helpdesk Analyst II providing technical support and troubleshooting for clients at CBIZ, a professional services provider. Responsible for ticket resolution, communication, and documentation.
Responsibilities
- Open tickets and troubleshoot issues to achieve first call resolution metrics.
- Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
- Troubleshoot and address second level support tickets.
- Utilize general troubleshooting techniques and available resources provided in order to diagnose and resolve issues.
- Fully document all associated resolutions and/or actions taken in the ticketing software system by means of knowledgebase articles and other technical documentation.
- Provide routine preventative maintenance tasks as defined by service level agreements.
- Assist with client onboarding projects and other tasks/projects as assigned.
- Strong and consistent communication with internal staff as well as with customers.
- Assist with process improvements and service delivery on a continuing basis.
- Responsible for maintaining relevant technical certifications as needed. Includes, but not limited to, Microsoft, Citrix, VMWare, and Cisco certifications.
- Provide off-hours support for emergency calls as a member of an on-call rotation.
- Perform tasks as assigned by management.
Requirements
- Bachelor’s degree in relevant field
- 3 years of relevant work experience
- Achieve professional certifications relative to area of expertise, must have and preserve required licenses
- Must possess analytical skills
- Proficient use of applicable technology
- Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
- Must be able to travel based on client and business needs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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