enVista is a high-growth, high-tech global software, consulting, managed services and automation firm that optimizes supply chain and commerce for thousands of omnichannel retailers, distributors, and manufacturers. enVista is the only solutions provider in the market that unifies both supply chains and omnichannel commerce end-to-end, from order capture to fulfillment, and from supplier to customer.
Our global associates are on the front lines of commerce, supply chain and technology – developing innovative solutions that improve profitability, reduce waste and positively impact the world. Through onboarding, developing & training, employee awards & recognition, volunteer committees & affinity groups and mentoring, enVista hires and grows top talent.?Together, we work, grow and lead our market as a high-impact organization.
enVista supports our clients’ IT operations with customer obsessed Managed Services, Public and Private Cloud solutions, Disaster Recovery, Cyber Security Services and more. We are hiring a Level 1 Sr. Service Desk Technician to join our Managed Services Operations team. The primary focus for this role is answering support calls, triaging and management of support tickets. Successful candidates will need a basic technical knowledge over a variety of technologies and passion for the customer’s success.
Provide live answers and call back support for phone calls received by clients requesting support.
Interact with customers in response to inquiries, concerns, and requests about products and services.
Create tickets in ticketing system utilizing existing processes.
Gather customer/client information and determine the issue by analyzing the symptoms.
Provide technical assistance with computer hardware and software as first line support including but not limited to internet connectivity, email, application errors, and more.
Resolve issues for clients via phone, or via email or chat.
Manage the lifecycle of support tickets from ticket opening through resolution, ensuring adherence to quality standards including documentation and customer SLA’s.
Maintains awareness of current tools, methodologies and technologies associated to our software applications to stay current with any changes.
Manages internal/external communication with internal associates along with customers to inform them of upcoming maintenance and deployment windows.
Monitors customers environments for alerts and errors and resolves issues or escalates to a higher level for resolution.
Coordinate, develop and maintain support standards and procedures as required.
Manage tickets received to ensure tickets have required information.
Ability to escalate tickets as needed while providing great customer service.
Provides on call support to users during off hours and weekends.
Ability to track your time in a ticketing system.
Research using available resources, including internal database systems.
Additional tasks may include managing ticket system queues, operations coordination related to scheduling, client/internal hardware management, reports generations.
Complete required training to stay current with system information, changes, and updates.
Exemplary attendance and punctuality
Skills and Experience Needed:
Excellent communication and listening skills and a desire to help people.
Experience supporting and troubleshooting web based applications in addition to end user workstations, printers, mobile devices, etc.
Basic understanding of technologies such as networking devices, servers, active directory, dns, dhcp, etc.
General business acumen that allows you to understand priorities and client risk.
Proper phone etiquette, including using client verbiage and positive positioning.
Ability to multitask between customer calls and logging of case notes.
Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups.
Experience with enterprise technology
Ability to adjust to constantly changing technology, processes, and team structures.
Openness to constructive coaching and ability to implement performance objectives.
Ability to empathize with customers.
Benefits of Joining enVista:
Competitive Compensation & Bonuses
Medical, Dental & Vision Insurance
Paid Time Off, Holidays & Volunteer Days
Life Insurance, Short/Long Term Disability
Paid Sabbatical Program
401k with Company Matching
Flexible Work Opportunities
Career Development Program
Paid Sabbatical After Seven Years of Service
Employee Referral Bonus
At enVista, diversity, equity & inclusion (DE&I) are part of our core values that we proactively foster and build upon. We are a ‘learning’ versus ‘knowing’ organization that values and welcomes diverse perspectives, ideas, beliefs and cultures as we aim to shape the technology, industries and world of the future.
Please follow this link to apply directly through our website: https://recruiting.ultipro.com/ENV1003ENVIS/JobBoard/adc7da17-182d-0b77-a5c5-46cf3cb50218/Opportunity/OpportunityDetail?opportunityId=921fefca-4ffe-41da-a4e9-922df99d7023
|Job Type||Full Time|
|Country||United States of America|