Responsible for providing professional application and technical support for specific hardware, software, and service-based inquiries. Also responsible for serving as the second level of contact for application and technical computer related issues for internal and external customers.
- Gathers data and provides troubleshooting techniques for all computer software and hardware issues.
- Provides assistance and information to internal staff or external contacts.
- Resolves all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard operating procedures (SOP).
- Utilizes available tool set to monitor, identify, and resolve moderate to complex problem issues.
- Escalates issues within Service Level Agreements (SLA), follows up, and updates customers on status inquiries.
- Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution.
- Researches and identifies potential repeatable solutions for knowledge submission.
- Emits a positive, enthusiastic service attitude at all times and the ability to demonstrate the handling of difficult situations using proper discretion and respect.
- Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics.
- Understanding of the various lines of business within the Crawford entity, their function and importance to ensure solutions align with business needs.
- Provides added value services by identifying call avoidance opportunities to customers via training through problem resolution and consultation.
- Performs designated on call person, handling problems after normal business hours and/or during weekends utilizing a pager or cell phone as well as schedule change assignments, as required.
- Participates in special projects or performs duties in other areas as requested.
- Upholds the Crawford Code of Conduct.
- Bachelor's degree in any related course.
- At least three (3) years of work experience in a technical support environment.
- Ability to apply solid analytical skills and present moderate to complex facts to ensure proper problem determination.
- Ability to clearly and completely communicate verbally and in writing.
- Professional phone voice and excellent listening skills.
- Demonstrates solid interpersonal, customer service and telephone etiquette skills.
- Working knowledge of Microsoft Office Suite, Windows.
- Solid knowledge of computer fundamentals and related technical disciplines.
- Ability to provide cross training to one or more peers.
- Makes decisions on various issues, uses best judgment based on facts, findings and available tools to determine decision.
- Self-motivated, self-learning aptitude.
- Commitment to task in a fast paced environment.
- Ability to demonstrate leadership skills in a fast paced environment.
- Ability to work independently and well with others in a team based environment.
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