Key Responsibilities:
- Act as the initial point of contact for all incoming client support requests via multiple channels, including phone, email, and ticketing systems.
- Diagnose and resolve mid-level technical issues related to connectivity, hardware, software, and services.
- Collaborate with external service providers to address network-impacting voice and data concerns.
- Provide desktop-level support by resolving user-reported incidents and service requests efficiently.
- Monitor system health to preemptively identify and resolve issues before escalation, including managing updates and patches.
- Develop and maintain strong client relationships through effective communication and exceptional service delivery.
- Document all technical interactions and solutions meticulously within the internal knowledge database.
- Stay informed on emerging technology trends and align practices with ITIL standards.
- Partner with senior technology staff to troubleshoot complex hardware and software issues across various platforms.
- Consistently deliver updates to management on task progress and ensure timely completion of assigned duties.
- Recognize the broader impact of your work on both client operations and internal objectives.
- Support additional projects and responsibilities as required.
- strong interpersonal and client service skills.
- A high school diploma coupled with 1-2 years of relevant experience in technical or client-facing roles.
- Foundational understanding of telecom systems, networking, or PC operating environments.
- Familiarity with technical domains, such as desktop support, infrastructure design, LAN/WAN administration, and business application management.
location: CLIVE, Iowa
job type: Permanent
salary: $45,000 - 55,000 per year
work hours: 8am to 4pm
education: Bachelors
responsibilities:
Client job description
Job Summary:
The Tier I Engineer is a key position on our Technology team that maintains core IT/Telecom functionality for our clients. While working in a swift and timely manner, the position is the front line for the company's technical support initiatives and directly interacts with users and service providers to resolve reported service incidents and requests.
Responsibilities:
o Respond and process all client support requests through voice, email, and web-based ticketing queues.
o Resolve small to mid-size problems related to connectivity, products and/or services.
o Work with client's service provider to identify and resolve network affecting voice and data issues.
o Work with the end user to resolve desktop level type helpdesk tickets.
o Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
o Practice strong client service to help foster and enhance our relationships with our clients.
o Track all documentation and communications through Carrier Access IT, LC.'s internal database.
o Maintain current knowledge of relevant technology and follow ITIL.
o Coordinate with Technology management to resolve any or one of connectivity, desktop, network, server and voice hardware or software-based issues.
o Communicate consistently and effectively with clients and business associates to build trust and create successful partnerships.
o Complete assigned tasks in a timely manner, track hours and communicate status to manager.
o Understand how work performed impacts both the business and client.
o Perform other tasks as needed and/or requested.
Desired Qualifications/Skills:
o Exceptional client service orientation.
o High school diploma with 1-2 years of related client service experience.
o Technical knowledge of telecommunications, network, or PC operating systems.
o Exposure to diverse technology skills, in any of the following areas, desktop support, network/server/voice infrastructure design/build/modification, Business application management and LAN/WAN administration.
Benefits:
o Health Insurance
o Dental Insurance
o Vision Insurance
o 401k and company match
o Flexible Schedule
o Life Insurance
o Flexible Spending Account (FSA)
o Health Savings Account (HSA)
o Employee Assistance Program
qualifications:
- Experience level: Experienced
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
