Service Desk Support - Agent

Apex Systems is a leading professional services organization focused on providing solutions with real business value. We provide a customer-focused approach to building authentic partnerships with our clients.

What we look for:

We seek a Support Agent to work with various clients at our delivery center in Mexico. Join our talented team of technologists who work with our clients to solve their most challenging software and application problems.

Our mission is to provide Insights that Inspire. You will work in this role to develop cutting-edge software solutions and help achieve that mission by giving our clients consultative guidance and technical expertise.

Responsibilities:

• Acts as single point of contact for all phone and email queries from internal customers.
• Troubleshoots basic software and hardware issues via phone and resolve upon first contact, when possible.
• Fully documents all cases in the service desk tool and escalates to appropriate resolver groups.
• Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed.
• Escalates unresolved tickets to the appropriate resolver groups.
• Performs basic support functions such as password resets, unlocking accounts and AD group changes.
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Builds relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• An advocate for the customers to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Requirements:

• 3+ years in technology
• Customer service background / customer facing
• Work under pressure in fast pace
• CompTIA A+
• Functional knowledge of Microsoft Active Directory.
• Functional knowledge of Macintosh or Windows computing.
• Competency in MS Office Suite.
• Strong documentation skills and attention to detail. Customer focused, demonstrating empathy with others, good listening, and questioning skills.
• Ability to work well with others, contribute to team values and rapport-building across the organization
• Effective prioritization skills and the ability to execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required.