Help Desk Technician

May 1, 2023

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Niche • Software Engineer • DevOps • Full Stack Engineer • Back End Engineer

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Description

• Ensuring that all tickets are resolved within established SLA’s • Escalating tickets as necessary to ensure Team Member satisfaction and proper metrics • Ensuring maximum uptime from a technological and telephonic standpoint for our contact center Team Members • Proactively communicating ticket status, issues & risks to management to Team Members and management • Identifying and resolving problems in a timely manner while working in group problem solving situations • Troubleshooting Windows and Macintosh Computer Issues • Troubleshooting network connectivity problems • Providing support for Microsoft Windows and Office Suite • Adding/Removing/Changing Microsoft 365 and Office 365 Email Accounts • Escalating complex issues to other team members

Requirements

• 2-4 years’ Experience installing and troubleshooting Windows and Macintosh Operating Systems • 2-4 years’ Experience troubleshooting telephony systems (a must); Twilio systems preferred • Experience installing and troubleshooting Microsoft Office Suite • Experience with diagnosing hardware issues • Basic Network troubleshooting • Experience administering Microsoft 365 and Office 365

Benefits

• CTM cares deeply about company culture and places a priority on employee happiness • CTM employees enjoy fun activities, contests, games and parties throughout the year all while working in a brand-new, state-of-the-art office • The company also gives back to the community through group volunteering events, donations, and charity fundraisers