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Sr Help Desk Agent; 3rd shift, US Remote

Other Jobs To Apply

This a Full Remote job, the offer is available from: United States, Liechtenstein, Suriname, Indiana (USA)

Overview:

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

 

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

 

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

 

3rd SHIFT: 10p-7am

Responsibilities:

The Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk. The Sr Help Desk Agent deals with calls of a varied and possibly complex nature requiring a wide range of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Help Desk Agent answers incoming calls, tracks all information in a call tracking system and uses a knowledge base tool along with their expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed. The Sr Help Desk Agent assists with managing escalated customer issues. A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed. As a senior team member, the Sr Help Desk Agent mentors lower skilled Agents.

 

  • Resolves advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations.
  • Provides over the phone remote support to resolve technical issues.
  • Responds to tickets via phone, in person, and electronically.
  • Tracks all work with detail and precision within the ticketing system.
  • Provides resolutions to issues escalated by Level 1.
  • Owns and develops documentation for Level 1\Level 2 help desk staff.
Min: USD $25.00/Hr. Max: USD $31.49/Hr. Qualifications:
  • Ability to troubleshoot and resolve o365 related issues at a more advanced level.
  • Support commonly used software, hardware, tablets, mobile devices, and network equipment.
  • Familiarity with the fundamental principles of ITIL
  • Advanced knowledge in multiple ticketing systems including ServiceNow
  • Strong ability to multi-task and pivot through the duration of the shift
  • Attention to detail in composing, keying, and proofing professional business materials
  • Strong communications skill both verbally and written
  • Customer oriented with ability to listen to and anticipate needs of the customer
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations
  • Creative with ability to think around problems and come up with creative solutions
  • Takes ownership and responsibility of an issues from start through to a successful resolution
  • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve

 

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".  

 

This offer from "Connection" has been enriched by Jobgether.com and got a 77% flex score.
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Common Interview Questions And Answers

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This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

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5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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