About GlobalXperts:
GlobalXperts is a leading IT Solution Provider whose business focus is to provide Day 2 remote monitoring & co-managed support and professional services for advanced Cisco, Microsoft and Data Center solutions. Our Level 1 through Level 3 networking experts (CCNA through CCIE) are available around-the-clock and have a deep understanding of internetworking technologies (Collaboration, Data Center, Borderless networking, Security) and products from leading equipment manufacturers giving you access to multi-technology support from a single source. Our professional services approach track with Cisco's PPDIOO model which is to prepare, plan, design, implement, operate, and optimize. And, while each phase of the service delivery model is strategically designed to build upon the previous phase, GlobalXperts technical staff has been successfully utilized by our customers for any or all phases.
Job DescriptionLevel 1 & 2 Helpdesk Support Technician
80-90% over the phone and around 10-20% desk side support
Supporting over 600 users primarily in US, however there are some in South America, Germany, and UK
Position is for someone with 1-3 years’ experience (preferably not someone with more than 4-5) within Level 1 and 2 support area - supporting Windows 7 and Microsoft Office 2010
Daily Basis Responsibilities:
- Work within process/structure
- Work within team to manage 15-20 calls per days along with managing the INBOX with other team members
- Most issues are "password resets / Email Questions like "how do I set up an archive" or "how do I deal with size constraints for my inbox"
- Dealing with Viruses
- VPN issues (they use Cisco VPN, but do not need experience with that)
- May help with creating training manual at some point
- Creating tickets as issues arise and elevating if necessary
- Understand and not be afraid to ask for help when necessary
- High school diploma required. College preferred.
- Knowledge in Windows OS, , MS Office application, and MS Outlook/Exchange, extensive troubleshooting in Internet Explorer
- General understanding of LAN/WAN, printer configurations, Windows user environments and troubleshooting desktops, laptops, and peripherals
- Strong interpersonal and communication skills
- Either working experience in a technical support role or a technical degree
- Previous customer service experience a plus
- Team player
- Ability to multitask
- Positive attitude
All your information will be kept confidential according to EEO guidelines.
Skills Required
- 1-3 years experience in Level 1/2 technical support
- High school diploma
- College degree
- Knowledge of Windows OS
- Knowledge of Microsoft Office 2010
- Experience with Microsoft Outlook/Exchange
- Extensive troubleshooting experience with Internet Explorer
- General understanding of LAN/WAN concepts
- Printer configuration and troubleshooting
- Troubleshooting desktops, laptops, and peripherals
- Strong interpersonal and communication skills
- Either prior technical support work experience or a technical degree
- Previous customer service experience
- Ability to multitask
- Team player with a positive attitude
What We Do
Business has gone global… and so have we! By providing support services based on industry best practices, GlobalXperts has broken barriers on communications and unleashed a global movement of innovation and success. About GlobalXperts: GlobalXperts is an IT solutions provider whose business focus is professional and managed services for advanced IT infra-structure solutions. Our technical resources range from “Smart Hands” to SMEs (Subject Matter Experts) and are available around-the-clock Globally. Our professional services include full life cycle support and services (plan, architect, design, implementation, migrations, automation, orchestration and operations). They have a deep understanding of Data Center (SDN, SDWAN), Cloud (AWS, Azure, GCP), Security, Collaboration, Contact Center and Enterprise networking technologies that incorporates products from leading equipment manufacturers such as AWS, Azure, Google, Open Stack, Cisco, Microsoft, Arista, Palo Alto, F5, etc. Our customers are companies ranging from small to enterprise level infrastructures and other solutions providers and integrators that deploy internetworking solutions to their SMB and Fortune-500 customers. We offer a full range of managed services to keep your IT solutions performing properly and ensuring that access is maintained to widely dispersed work forces where BYOD is the norm. GlobalXperts' 24X7 NOC staff utilizes several leading network tools such as Service Now, Prognosis, SolarWinds, N-Able, Kaseya, Advent Net and CA Service Desk.
