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Technical Support Rep - Great Opportunity for Recent IT Grads

Burnett Specialists

Austin, TX

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JOB DETAILS
SALARY
SKILLS
Background Investigation, Communication Skills, Customer Support/Service, Email Management/Administration, Email Protocols/Standards, Help Desk, Incident Management, Information Technology & Information Systems, Knowledge Management, Maintenance Services, Presentation/Verbal Skills, Problem Solving Skills, Team Player, Technical Support, Telephone Skills, Time Management, Web Interface, Writing Skills, Zip
LOCATION
Austin, TX
POSTED
7 days ago
Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Tier 1 Tech Support roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for candidates with 6 months+ of Help Desk experience OR recent Computer/IT grads looking to gain work experience! These roles are slated to start June 1st! 

Tier 1 Tech Support Key Objective:
The key objective of the Tier 1 Tech Support Agent is to respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or refer the client’s incident/request to the appropriate team in a timely manner.

Tier 1 Tech Support Main Duties:
  • Receive and respond to client incoming telephone calls utilizing standard customer service skills.
  • Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses.
  • Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications) and resolve as many contacts as possible on first contact.
  • Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details. Attach emails, attachments or any other communication provided by the client.
  • Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents.
  • Proactively flag incidents where no knowledge solution is found.
  • Meet or exceed the level of service defined for each client when responding to all incoming incidents.
  • Escalate to other resolving teams in a timely manner when not able to resolve at the desk.
Tier 1 Tech Support Qualifications:
  • 6 months+ of Help Desk experience AND/OR IT/Technical certification/degree.
  • Excellent verbal and written communication skills.
  • Professional telephone etiquette.
  • Basic experience in Windows NT/2000/XP, MS Office, MS based applications.
  • Basic IT technical support experience.
  • Flexible, well-motivated team player, ability to work under pressure.
  • Willingness/ability to work shift work
Tier 1 Tech Support Compensation/Schedule/Location:
  • These roles are full time time, long term contract with possibility of going perm at some point.
  • The center is open 24/7, but current shift coverage needs are 7am-4pm/8am-5pm. 
  • Pay is $16/hr to start. (FIRM)
  • Roles are 100% onsite and the office is located in North Austin (78753 zip).
  • Must be able to pass a criminal background check and drug screen. 
  • Roles are slated to start June 1st. 

About the Company

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Burnett Specialists

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