Temporary Help Desk Specialist

US-NY-Hauppauge
Job ID
2017-1477
# of Openings
1
Relocation
No

Overview

Globecomm is a leading connectivity provider of video, voice, and data to the most remote locations on Earth —  and under the most treacherous conditions. The company’s comprehensive Satellite, Fiber, Cellular, and CDN infrastructure and services provide robust connectivity over Land, Sea and Air with zero downtime for mission-critical RF and IP communications serving Government, Maritime, Media, Energy, Enterprise, Wireless, and IoT customers in over 100 countries.  Along with world-class network system design  and integration capabilities, Globecomm specializes in end-to-end hosted and managed services; broadcast and media infrastructure, virtualization, OTT and IPTV solutions; cloud-based services for private network interactive training, distance learning and corporate communications; and Satellite, Wireless, Internet of Things/M2M solutions and services.

 

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.

Responsibilities

  • 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 issues
  • Actively monitor and respond to audio/visual alerts using email and monitoring applications
  • Interview users to collect information about problems to determine appropriate solution
  • Document all pertinent information when creating/updating tickets
  • Follow up on open trouble tickets and resolve when applicable
  • Ensure that all inquiries are responded to in a timely fashion
  • Escalate issues to Level 2 support, when appropriate
  • Assist both field technicians and customers in troubleshooting remote end equipment
  • Assist in developing standard resolutions for common user problems
  • Follow established processes and procedures

Qualifications

  • High School diploma or GED equivalent
  • At least 1 year of experience working within network, systems, telecommunications, or customer service operations
  • Effective written and verbal communication and customer service skills
  • Proficiency 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 holidays

  • Ability to speak, read, and write fluently in English

  • Ability to work with minimal supervision

  • Ability to type a minimum of 35 WPM accurately

  • Ability to problem solve with a sense of urgency

  • Ability to work in a fast-paced environment while maintaining a high level of professional customer service and courtesy

  • Ability to maintain a positive demeanor

  • Ability to learn new technologies

Valued but not required skills and experience:

  • Associate’s/Bachelor’s degree
  • CCNA
  • MCSE
  • Ability 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 contact us at (631) 231-9800 or hr@globecomm.com

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