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Support Rep II
Ref No.: 18-00072
Location: twinsburg
Start Date: 02/09/2018
HI Professional,
This is Aswin, Recruiter from KCS. Below is the job description we are looking for Support Rep II- position at Twinsburg, OH. Let me know your interest.
Title: Support Rep II
Location: Twinsburg, OH
Duration: 4 Months

**This is a true tier 2 help desk position. Tier 1 type candidates (ticket orders) will not be considered. Please screen candidates accordingly. Looking for experience in a high call volume.

Job Description:

The Support Desk Representative II delivers quality support and assistance to internal users while working to achieve departmental Service Levels. As a member of the IT Support Desk, the Representative II responds to incoming requests via supported channels (phone, portal, email) and documents all work in designated ticketing system. The Representative II responds primarily to incoming phone or ticket requests but may also handle escalated or advanced requests as needed. The Support Desk Representative II documents all work in designated ticketing systems and frequently contributes to the Knowledge Management system. Time is balanced between escalated tickets from other members of the team and tickets in their own assigned work. Work request are technical in nature and may require various troubleshooting techniques but also demands a strong customer service orientation to communicate effectively with both technical and non-technical users. Staff Augmentation for MDM and Jive mobile application deployment.
Telephone work constitutes 80% of the scheduled work time either responding to calls directed from an ACD or making outbound calls on in-progress requests.
Special Requirements/ Certifications:
  • Have strong knowledge of key IT equipment , software and infrastructure
  • Understands Active Directory, DNS/DHCP
  • Strong familiarity with IDM/Web based Identity management tools
  • Excellent verbal communication skills
  • Excellent troubleshooting skills
  • Strong process skills and knowledge
  • Experienced with LAN/WAN environments of an enterprise nature
  • Works well independently and in team situations
Education: (Not Editable)
Associate Degree in a technical discipline or 9+ years of directly related technical experience with a High School Diploma
5 years technical experience with 4 years directly related to the job; or 9+ years of technical experience
Best Regards,
Aswin Kumar,  Recruiter, KCS (Keshav Consulting Solutions) 
Phone : 314-696-6699
FAX    : 919-573-0772
KCS (Keshav Consulting Solutions) Ranked #30 on Triangle Business Journal Fast 50 growing firms in 2015