A growing, 16-year-old company is actively seeking an experienced, conscientious, hard-working, self-disciplined, dependable, responsible, detail-oriented, IT-savvy "people person" for a 40-hour Friday-Monday Level 2 Help Desk Tech position in the exciting environment of a B2B technology company. This is a fully remote (work-from-home, USA-only) position. This is your opportunity to be part of an exciting young company that is growing in many directions, all at once. Can you do this? You will be providing outstanding Help Desk phone and email support to our (business) customers, troubleshooting and solving IT and AV technology issues with our products and services. You will be both responding to tickets and initiating contact with customers to resolve network issues that degrade our service. If you love problem solving, you won’t be bored. The Successful Candidate will: Respond to phone calls and service tickets arriving at our Help Desk, including originating outbound calls to customers, to resolve service issues Investigate basic network-related issues that impede delivery of our services and working with customers to get them resolved Be adept at quickly ascertaining the problem, and then closely following the troubleshooting guidelines to diagnose, resolve or escalat(e?) the issue efficiently and promptly. Be able to remain calm, pleasant, helpful and efficient with all customers, Have the temperament, skills and experience to comfortably de-escalate and pacify the occasional agitated customer. Make timely and accurate entries in company databases and instinctively double check all entries for completeness and accuracy. Be available to take calls in quiet environment Friday-Saturday-Sunday-Monday 8:00AM to 7:00PM in your own time zone with an hour out for lunch (40 hours/week total) Familiarity with IT/Network troubleshooting is required for this position. Our systems run on both Windows and Linux. Experience with installing and troubleshooting audio systems is highly desirable. CompTIA N+ or a similar network cert (CCNA) preferred but not required. The Successful Candidate will possess an even, upbeat disposition and have a good memory and excellent attention to detail. She/he will possess a strong voice, kind but firm. He/she will have the ability to speak clearly and be able to explain technical things plainly. She/he will speak in an approachable manner and possess "infinite" patience in dealing with people from all types of educational and ethnic backgrounds and varying levels of English language proficiency. Multi-lingual a plus. He/she will also be very well organized and detail oriented, as following procedures exactly and keeping accurate, complete, timely and up-to-date information in the Company's online systems are essential, imperative components of the job. Basic Requirements: US Citizen or Green Card. College degree. Qualified veterans are encouraged to apply. Equal Opportunity Employer. Job Types: Full-time Benefits: 401(k) Paid time off Schedule: Weekend availability Work Location: Remote, USA-only Pay: From $22.00 per hour Application Question(s): Please explain your experience in IT/Networking troubleshooting. Work Location: Remote #J-18808-Ljbffr
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