• Help Desk Specialist

    Job Locations US-NY-Hauppauge
    Job ID
    2018-1584
    # of Openings
    1
    Relocation
    No
  • Overview

    *This position requires shift work.*

     

    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 needs.

    Responsibilities

    • Provide Level 1 customer in-bound and out-bound 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 issues
    • Actively monitor and respond to audio/visual alerts using email and monitoring applications
    • Interview users to collect information about problems to determine 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
    • 1+ years of experience working in network, systems, telecommunications, or customer service operations
    • Basic knowledge of networking
    • Strong customer service skills in order to effectively communicate
    • Ability to clearly and effectively communicate in written and verbal forms
    • Ability to speak, read, and write in fluent English
    • Ability to work with minimal supervision
    • Ability to type a minimum of 35 WPM accurately
    • Proficiency with Microsoft environment including Outlook (email/calendar), Word and Excel
    • Ability to work any of 3 rotating shifts to include evenings, weekends, and holidays
    • 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

    Equal Opportunity Employer – Minorities / Women / Veterans / Individuals with Disabilities / Gender Identity / Sexual Orientation

     

    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.

    About Globecomm

    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, and Internet of Things/M2M solutions and services.

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