Job#: 1313685

Job Description:

100% remote

Shift: This is a night shift role. The hired resource will complete 2+ weeks of training (8AM- 5PM, CST), then start an 11PM- 9AM, CST schedule (either Sun- Wed or Wed- Sat)

Job Description: This entry level Incident Handler position requires prompt technical responses to questions from outsourced clients regarding troubleshooting, diagnosing, and resolving problems for hardware, phones and applications. This Incident Handler requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system. The primary role of this Incident Handler is to take live trouble-shooting calls as well as email requests daily 100% of the time. This Incident Handler must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

• Incident Coordination for all open incidents in scope including escalation according to procedures
• Monitor and react to alerts for devices including Routers and Firewalls with given tools
• Monitoring all open incidents in the Vendor ticketing systems
• Monitoring and acknowledging emails in an alerting email inbox
• Monitoring AT&T Business Wi-Fi Portal for downed equipment.
• Communication of all outages or compromised services in Start of Day (SOD) and End of Day (EOD) reporting
• Monthly reporting on all tickets created during the past 30 days
• Send daily open incident report to CCMS operations team
• Escalating tickets to Tier2-3 and/or other support teams as appropriate
• Basic equipment troubleshooting with clients
• Documents problems
• Maintain knowledge with accurate up-to-date information relating to current policies,
• Provide superior customer support by analyzing, diagnosing and resolving problems within service level agreements
• Must effectively manage call/email workload

• Experience in a help desk/call center environment providing technical support in a retail environment (Minimum of 3 years preferred)
• Experience using computer hardware and software applications and have a strong ability to multi task

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.

Employee Type:
Contract

Remote:
Yes

Location:
San Antonio, TX, US

Job Type:
Infrastructure and Security

Date Posted:
November 30, 2022