Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Help Desk Support Technician providing technical support to internal Associates via various channels. Responsible for troubleshooting, documentation, and on-site technical support in a hybrid environment.
Responsibilities
- Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues.
- Works as a team in a ticketing queue
- Responds to Associate inquiries
- Escalates and assigns to the proper internal departments
- Provides detailed steps and training on how to use our equipment/software
- Performs remote support using technical remote tools in order to troubleshoot and resolve issues.
- Uses industry standard remote connection tools
- Administers technical skill to troubleshoot the issue presented.
- Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue.
- Handles inbound calls from internal Associates and onsite technicians
- Performs outbound calls to Associates and Club locations
- Gathers pertinent information over the phone
- Communicates by providing suggestions and resolution steps.
- Creates documentation through our ticketing system in order to capture steps required to resolve issues.
- Documents common fixes into a Knowledge-Base for the team
- Composes documentation for Associates/end users that we support
- Provides on-site technical support.
- Hardware trouble shooting
- Equipment set up
- Special event technical support
- Deskside support
- Inventory management
Requirements
- Certifications in the technical field
- 1-3 years in Customer Service/Technical Support
- Computer Hardware & Software knowledge
- Printer troubleshooting
- Network troubleshooting
- Mobile Devices
Benefits
- Ongoing training and development to ensure a long and successful career path
- Career advancement opportunities
- Competitive Total Rewards Package
- FREE Fitness membership
- Fun and energetic atmosphere to come to every day!
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