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Help Desk Technician - Technical Support


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Nick Bieler Principal Recruiter

Phone Work 4254400278
Phone Fax
Email: nick.bieler@verticalmove.com



Job Info



Category Technical Support
Employment Type Full-Time Employment
Compensation $0.00 - $0.00
Location United States, California - 94303


Client Introduction



We’re a leading Enterprise SaaS Software company located in Palo Alto that has more than 3,000 customers across 85 countries worldwide such as Coca-Cola, DHL, Docusign, Hortonworks, etc. We’ve raised nearly $180 million in funding from top VCs responsible for other successful companies such as LinkedIn, Pinterest, Box and Yelp.

Our company is let by a world class Chief Executive Officer https://www.linkedin.com/in/tom-bogan-a0a3aa?, who is the Chairman of Apptio, who went IPO in the second half of 2016, former Chairman for Citrix ($14 Billion Dollar Company), former Venture Capitalist and Partner with Greylock Capital (AirBnB, Cloudera, Dropbox, Facebook and Lifelock), and prior to all of that he was President and COO of Rational Software (sold for $2 billion).


Job Description



Our client is seeking a Help Desk Specialist who is looking to make an impact in our internal support space. We are looking for an individual who not only has the technical background, but who also has a collaborative personality and eager to learn.

Job Responsibilities



** Troubleshoot and successfully resolve support requests through phone, chat, email and other channels.

** Proactively communicate and accurately set customer expectations, including at Director or above levels.
** Thoroughly and accurately document each and every activity within support tickets and related systems.
** Reproduce r issues within Support labs and file quality bug/defect reports.
** Lead remote online sessions for troubleshooting, applying hot fixes and service packs.
** Troubleshoot and identify root cause of issues on customer and production systems.
** Contribute to Knowledge Base articles, online Support forums and other knowledge sharing media.
** This is a 24/7/365 operation, this position will require shift, weekend or off business hours work, and on-call responsibilities from time to time.
Experience

** Troubleshoot complex internet delivery related challenges.

** Learn new technologies and ramp up very quickly, with minimal or no supervision.
** Hands-on knowledge of Cloud Based DTS.
** Experience with Office 365 and PC's (Dells Preferred) __ MAC Nice to have.
** Knowledge of Zendesk Ticketing ideal.
** Experience with
Our client is seeking a Help Desk Specialist who is looking to make an impact in our internal support space. We are looking for an individual who not only has the technical background, but who also has a collaborative personality and eager to learn.

Responsibilities

** Troubleshoot and successfully resolve support requests through phone, chat, email and other channels.

** Thoroughly and accurately document each and every activity within support tickets and related systems.
** Contribute to Knowledge Base articles, online Support forums and other knowledge sharing media.
** This is a 24/7/365 operation, this position will require shift, weekend or off business hours work, and on-call responsibilities from time to time.
** Excellent Customer Service experience.


Experience



Experience

** Troubleshoot complex internet delivery related challenges.

** Learn new technologies and ramp up very quickly, with minimal or no supervision.
** Experience with Cloud Based DTS
** Knowledge of ZenDesk Ticketing is ideal.
** Experience with Office 365 and PC's (Dell Preferred)
** Working knowledge of Video Conferencing Software.


Required Experience





Required Education





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