WhiteStar - Desktop Support

MetTel•Guaynabo, PR

20d•$45,000 - $55,000

About The Position

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. White Star is looking for a Desktop Support Specialist to join our Operations team! MetTel is seeking a bright, highly motivated individual to join our award-winning team as a Client Experience Agent Tech (Desktop Support Specialist). Client Experience Agents answer incoming calls from customers to place orders, respond to inquiries, manage complaints, troubleshoot and submit repair tickets for service-related impacts. Agent will be a member of the Client Experience team servicing consumers interested in the products MetTel offers and will be responsible for assisting them online and over the phone. Agents will also inform customers of the product terms and features and project a professional company image through voice and online interactions. On occasion the Agent will be asked to contribute to company projects intended to improve MetTel processes and or service offering.

Requirements

Technical Expertise - Proficient in installing, configuring, and troubleshooting computer systems, hardware, and software.
Account & Access Management - Experience setting up user accounts, resetting passwords, and granting secure resource access.
Networking & Connectivity - Ability to diagnose and resolve issues related to networking, VPN, and connectivity.
Remote Support Skills - Skilled in providing remote assistance for technical and service-related issues using troubleshooting tools.
Customer Service Orientation - Strong communication skills to educate and advise customers within procedural guidelines, ensuring complete solutions.
Analytical & Problem-Solving Ability - Adept at identifying recurring issues, monitoring resolutions, and escalating complex problems when necessary.
Process Improvement Mindset - Ability to collect IT usage data, make recommendations for system improvements, and contribute to company projects.

Responsibilities

Installing and configuring computer systems
Diagnosing and solving hardware/software faults
Setting up new users with accounts within the MetTel systems and resetting passwords.
Providing new users with access to secured resources
This job includes investigating and collecting IT usage stats, making recommendations for improving the company's IT systems and carrying out routine configuration and installation of IT solutions.
Responds to complex technical problems/issues related to hardware, software, and networking via email and phone.
Able to simultaneously support numerous customer bases with separate policy, procedural and ticketing requirements.
Assists customers by remotely diagnosing problems and providing resolutions for technical and service-related issues.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Identifies and provides input on unique or recurring customer problems.
Monitors and tracks issues to ensure accurate resolution.
Escalates more complex customer technical issues to senior level support