Your Journey at Crowe Starts Here :
At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value.
Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a Best Place to Work.
We are 75 years strong and still growing. Come grow with us!
Job Description : OVERVIEW :
The Technical Support Technician is responsible for performing a variety of duties related to computer and telecommunication systems support.
Responsibilities include installing and resolving issues with company computers and networks, managing technical support projects and supporting employees on computer software applications
RESPONSIBILITIES : Job Summary
Technical Support Technician :
Interact daily with clients through a variety of channels including incoming telephone calls, e-mails, chats, and self-service tickets providing professional and skilled technical services and support to internal clients.
Accountable for meeting established service level agreements and maintaining the appropriate level of communication with the client and other IT staff.
Provide after-hours coverage on a rotational basis. Availability during non-business hours may be required. Responsibilities include logging and tracking incidents through resolution.
Accurate escalation of tickets per department procedures.
Assist with other assigned tasks within the department providing timely and accurate completion of all assigned duties.
Provides documentation of IT and non-IT procedures
Must be a strong problem solver with the ability to work in a highly collaborative environment.
Experienced and knowledge of project management concepts and techniques, strong work ethic with the ability to multi-task high impact issues.
Skilled in people management and general IT technologies such as Networking, Systems & Storage, Exchange, Security Compliance and Active Directory
Familiar with general office productivity tools such as MS Office Suite, Adobe, etc
Maintain Service Desk ACD and Email Queue schedule to ensure proper support coverage up to 24 5 and After Hours
Review Daily Report
Monitor daily emails for updates or notifications
Skill sets required include
Fundamental knowledge of all Microsoft applications and various hardware technologies
Strong technical, analytical, communication and customer service skills
Ability to define and direct coordinated processes to provide high quality systems, communication infrastructure, and technology support to the enterprise
Strong understanding of all MS Server OS technologies used by Crowe and troubleshooting processes
Degree in CIS / MIS or related field experience is preferred.
HDI Certifications a plus
1-3 years previous related experience required.
Customer service training / experience with relevant certifications is highly desirable.
Strong technical, analytical, communication and customer service skills.
Ability to utilize coordinated processes to provide high quality systems, infrastructure, and technology support to the enterprise.
General understanding of technologies and troubleshooting processes.
Availability during non-business hours and ability to work on Saturdays on a rotational basis; roughly four per year
Strong communication and documentation skills
KEY POSITIONS WITH WHICH THIS POSITION INTERFACES :
All levels of firm personnel with incidents
CSS Technical Support Technicians and Analysts
CSS Senior Technical Support Technicians and Analysts
CSS Technical Team
COE Platform and Application Support Teams
Technical Support Leader
Members from other internal IT group to escalate tickets
Our Benefits :
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package.
Learn more about what working at Crowe can mean for you!
How You Can Grow :
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations.
Learn more about where talent can prosper!