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Service Desk Tier 3

Buffalo, NY 14225

Posted: 01/27/2023 Job Types: Permanent Industry: IT Support Job Number: 100807 Pay Rate: $65k - $75k

Job Description

Selective staffing Solutions has partnered with a technology company with a mature leadership group who will invest in you and your professional growth. 
Job Summary: The Service Desk Tier 3 role will often serve as an escalated level of remote support. The Service Desk will also help with day to day tasks in the office as they will typically be a constant presence there. This type of design and remote support role is often including, but not limited to Computers, Servers, Phones, Switches, Firewalls, Copiers and more. This role will work directly with the Help Desk support team and act as a tier 3 to their support needs. This person will be part of a team that is often at a quick pace and will require customer and communication skills tied to people, communication and technology.
Duties & Responsibilities: 
  • Provide escalation for Tier 1 and 2 service desk tickets and requests. 
  • Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email. 
  • Provide a next level of support for the help desk support team. Be the expert level advice the team is seeking when speaking to a client. 
  • Maintain an up to date track of any open tickets and their possible resolution and communication with the client. 
  • Create, maintain and distribute any documentation required on the network infrastructure to ensure highest level of customer service. 
  • When required provide backup to the Tier 1 and 2 Service Desk Team to ensure the first level of support is maintained as well as any duties that team is responsible for. 
  • Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
  • Document client specific information as needed to enable secured but easy access for future, related issues. 
  • Intake of packages and deliveries received to the office. Enter the information for each delivery into Connectwise under the relevant client and mark that package for pickup by the engineer. 
  • May also be used to support the Project Team or Network Engineers in the initial preparation of new client equipment, especially new workstations, when needed 

Job Requirements

An individual that demonstrates an ownership mindset and has developed a level of experience that encompasses: 
  • Bachelor’s degree in Computer Engineering or relevant work experience 
  • 5 -10 years’ experience in IT Support, VoIP business phone systems, Microsoft Windows Operating Systems, Networking topologies 
  • Experience working with a team culture 
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems 
  • An individual who stays on the forefront of technological changes as it relates to providing exemplary customer service.

Meet Your Recruiter

Staci Biondi
HR Assistant

Staci joined the Selective Staffing Solutions team in 2022 as an HR Assistant. Today she partners with WNY employers to match top candidates for a wide variety of positions in addition to helping out the office with a wide variety of tasks related to the successful operation of a busy staffing firm. Staci's attention to detail not only keeps our office running smoothly, but she has taken on the role of resident food expert. She loves learning about ingredients in our food and is always willing to answer questions on our questionable Door Dash choices. 

Born and raised in Buffalo, Staci has always appreciated the beauty of the four seasons in our area. When she's not in the office you can catch Staci Line Dancing or hitting the lanes (She is a NYS Bowling Champion!). 

 

Favorite thing about recruiting:

“I love connecting and learning from so many different people and companies in the community”" 

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716-634-3300 1775 Wehrle Dr. Williamsville, NY 14221

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