Posted: Friday, August 4, 2017 11:12 AM
Globecomm is a leading global communications provider serving government and commercial markets in over 80 countries. Globecomm employs engineering expertise in consulting services, system design and integration, maritime and mobile communications, media services, and mission critical networks, to provide its customers the optimal solution. Globecomm is dedicated to improving communications and leverages its world class, global network to offer end:to:end, managed service communicationA?s solutions worldwide. The Help Desk Specialist will provide Level 1 customer support while maintaining a high level of customer satisfaction. This role is responsible for maintaining customer relationships, providing answers to customer questions, and supporting other technical support tasks.Provide Level 1 customer inbound and outbound telephone support for the Global Help Desk, serving as an off:site central support for all customers Answer, evaluate, and prioritize customer service requests received via telephone and email Understand and evaluate technical issues and apply fundamental knowledge to resolve these issuesActively monitor and respond to audio/visual alerts using email and monitoring applicationsInterview users to collect information about problems to determine appropriate solutionDocument all pertinent information when creating/updating ticketsFollow up on open trouble tickets and resolve when applicableEnsure that all inquiries are responded to in a timely fashionEscalate issues to Level 2 support, when appropriateAssist both field technicians and customers in troubleshooting remote end equipmentAssist in developing standard resolutions for common user problemsFollow established processes and proceduresHigh School diploma or GED equivalentAt least 1 year of experience working within network, systems, telecommunications, or customer service operationsEffective written and verbal communication and customer service skillsProficiency in Microsoft environment including Outlook, Word, and Excel Basic knowledge of networking Ability to work any of 3 rotating shifts to include evenings, weekends, and holidaysAbility to speak, read, and write fluently in EnglishAbility to work with minimal supervisionAbility to type a minimum of 35 WPM accuratelyAbility to problem solve with a sense of urgencyAbility to work in a fast:paced environment while maintaining a high level of professional customer service and courtesyAbility to maintain a positive demeanorAbility to learn new technologiesValued but not required skills and experience:AssociateA?s/BachelorA?s degree CCNAMCSEAbility to obtain and maintain a U.S. Government Secret Security Clearance Equal Opportunity Employer M/F/V/D If you are a disabled individual or disabled Veteran and require a reasonable accommodation in applying for any posted position, please Apply at (631) or .
• Location: Other
• Post ID: 124364888 nyother