Job Details: Help Desk Agent III - 3rd Shift # 70430
| Job Title: | Help Desk Agent III - 3rd Shift # 70430 |
| Job ID: | 70430 |
| Company: | Siemens IT Solutions and Services, Inc. |
| Position Type: | Permanent |
| Pay Rate: | Based upon Experience |
| Skills: | MCP, MCSE, CCNA, Network +, A+ |
| Date Posted: | May-30-08 |
At Siemens IT Solutions & Services, Inc. (http://www.it-solutions.usa.siemens.com), Help Desk Agent III demonstrates an ability to interface and consult with all levels of Management and interface with Customer contacts, as a Strategic Business Partner. Each has a proven history of generating outstanding business results.
In this role, you will provide technical phone support for issues of moderate to advanced complexity. Your proven ability as a high performer in either the IT Consulting or Outsourcing Industry, will equip you to provide a sort-after level of interaction, as a Business Partner to your customer base.
The shift for this position is: Wednesday - Saturday 9:00pm -- 9:30 am (3rd shift - 4 days -- 46 hours 1st and 3rd week, you will be paid overtime for the six hours) then Thursday - Saturday 9:00pm to 9:30am (3rd shift - 3 days -- 34.5 hours 2nd and 4th week)
In this role, you will:
Basic Function: To provide immediate resolution or appropriate escalation to Service Desk / Network Services and Data Center requests and to demonstrate exceptional customer service skills.
Major Functions:
-Interact with customers via telephone, e-mail, etc.
-Identify, evaluate, prioritize, and escalate customer problems and complaints to appropriate service tower.
-Analyze customer problems and formulate plans of resolution
-Coordinate\manage Conference Bridge calls for Internal\external customers.
-Utilize all technical resources to solve customer problems
-Monitor/Escalate unresolved calls to appropriate support specialist or service group
-Serve as a point of escalation for Service Desk agents.
-Assist in identifying resolution gaps at the service desk and author knowledge base submissions accordingly.
The qualified candidate must possess the above experience & the following specific skill sets:
EDUCATION: Associates degree or 1-2 years of equivalent experience. MCP/MCSE/CCNA/Network +/A+ cert. preferred.
EXPERIENCE: Working knowledge of Networking Principles, LAN/WAN, Data center/NOC operations, Data Communications, and Project management skills. Previous Supervisory or Management experience preferred.
JOB SKILLS: Strong verbal, interpersonal, written, problem-solving, & follow-up skills, ability to perform several tasks simultaneously. A self managed individual with superior communication skills, excellent time management skills and ability to work within a matrix environment.
If you meet the above skill set/experience requirements and are interested in working with a world-class technology company, Apply Today!
Along with the prospect to grow your career with a financially stable, International industry leader, you will also have the unique opportunity to say to your customers, "We're SIEMENS, We Can Do That!"
| Location: [rss] | US-OH-Mason |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Siemens Information Solutions |
| Contact Phone: | 866-640-2226 |
| Contact Email: | SiemensSIS@rightthinginc.com |
| URL: | http://www.usa.siemens.com |
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Contact Comments:
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To Apply to this position, use the following link: https://careers.peopleclick.com/careerscp/client_siemens/external/gateway.do?functionName=viewFromLink&jobPostId=260447&localeCode=en-us |
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Principals only. Recruiters, please do not contact this job poster.
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