Netfor is hiring a
Service Technician

Summary

The Remote Service Technician (RST) is a temporary remote position within the Field Service Team of Netfor, Inc. The RST will manage tickets, perform configurations and installations, offer support to service desk agents, handle incidents, document interactions, adhere to guidelines, and be adaptable to other duties as assigned.

Requirements

• Minimum of 2 years of hands-on experience in a help desk technical role, providing technical support and troubleshooting assistance to end-users
• A+/Net+ certification or equivalent knowledge and experience in computer hardware, software, and networking
• Proven ability to thrive in a fast-paced environment, effectively prioritizing and managing multiple tasks simultaneously
• Strong attention to detail, with the ability to take comprehensive and accurate notes during interactions with users
• Exceptional customer service skills, demonstrating a patient and empathetic approach to effectively resolve user issues
• Excellent communication skills, both verbal and written, to effectively convey technical concepts to non-technical users
• Flexibility in working hours, including occasional evenings and weekends, to provide support during high-demand periods or critical incidents

Responsibilities

• Ticket Management : Proactively address and resolve assigned work inbox tickets
• Configurations and Installations : Perform RST configurations and installations to meet customer requirements
• Service Desk Support : Offer assistance to service desk agents through Google chat rooms, ensuring seamless communication and issue resolution
• Incident Handling : Effectively manage defective incidents and kickbacks from clients through the Incident Resolver Inbox
• Feedback Loop : Provide constructive feedback to agents for continuous improvement when identifying defects in the process
• High-Priority Issues : Promptly address high-priority callbacks and issues as assigned
• Technical Deployments : Execute deployments and technical installations using remote deployment tools while adhering to documented procedures
• Documentation : Thoroughly document all interactions within the ticketing system and escalate as required, following established standard operating procedures
• Guideline Adherence : Rely on provided instructions, installation scripts, and pre-established guidelines to perform assigned functions effectively
• Adaptable Support : Willingness to undertake other duties as assigned to ensure the overall success of the team and organization

Benefits

The position reports to the Field Services Client Solutions Specialist