Company Overview

VOX Network Solutions, a leading provider of converged voice, data and services that empowers business communications and fosters the growth of employees dedicated to customer success. We’re in the business of taking our clients to the next level and continually innovate more effective solutions that exceed expectations. The Service Desk Technician is one of the most critical roles within operations. They provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. They provide a single point of contact for our organization and support to users.

Duties & Responsibilities

• Act as first point of contact for all customer and internal requests, incidents, and problems
• Responsible for tracking all Cases, Incidents, Change Requests, etc through their lifecycle
• Provide solid Tier 1 engineering support to the enterprises voice/network technologies
• Perform Moves, Adds, and changes
• Proven ability to interpret system alarms and respond with appropriate urgency to resolve
• Monitor active customer tickets to ensure company standards are being met
• Follow up with engineers to ensure updates are being made in a timely manner
• Responsible for collecting and documenting feedback from users to support continual improvement
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Ask educated questions and listen to customers to determine root cause of issues
• Demonstrate the ability to work independently with identifiable and consistent positive results
• Utilize all required resources and work flows to accurately resolve or escalate customer issues
• Maintain acceptable performance according to published standards
• Demonstrate ability to work effectively with other team members
• Demonstrate exceptional customer service behaviors such as: being friendly and caring, listening, empathy, diffuse upset customers, providing customers with accurate troubleshooting processes and information
• Work with third party vendors to resolve incidents
• Flexibility in occasionally adjusting schedule as needed for department staffing coverage
• Other duties as assigned

Requirements & Qualifications

• High school graduate, some college
• Technical troubleshooting experience required
• IT/Technical Support with experience of 2 years required
• Call Center, 1 year (Preferred)
• Demonstrated high level of Customer Service with a sense of responsibility, takes initiative and ownership (2 yr minimum required)
• Help Desk experience of 1 year required
• Demonstrated complex problem solving, critical thinking and decision making abilities
• Demonstrated exceptional time management required
• Self-motivated
• Demonstrated excellent written and verbal communication skills required
• Proficient in ITSM software (ServiceNow, Remedy, Heat, etc)

Benefits

Comprehensive benefit package including Medical, Dental, Vision, LTD, Life, 401(k), Paid Time Off, Paid Holidays