Tier 1 Tech Support - Austin, TX

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 September 1st/8th! 

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. 
• 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 September 1st/8th (depends on how soon background check clears). 

AUSTP30