Job Description
The Solution Center Technician will provide consistent and high quality first level support for all IM&T issues, reported by our advisers and associates. This role will demonstrate expertise delivered desk side and remote support for any hardware, software or application layer support, utilizing multiple technology platforms (Windows, OSX, IOS & Android).
Responsibilities
- Acts as the initial 1st level contact for all issues reported to the Solution Center.
- Supports the installation of hardware, software and SmartPhone (Airwatch/ActivSync) support.
- Acts as an asset management/purchasing administrator within Altiris.
- Manages the Solution Center mailbox ensuring all emails needing a ticket have one created.
- Follows up with all tickets not created from a phone calls within SLA and assign to a second level tech if needed.
- Documents all initial triage information, before assigning to a Sr. Solution Center Technician if escalation is needed.
- Logs all calls into the Service Now (CRM) and provide routine follow-up, for calls not closed on first contact or escalated.
- Significantly contributes to team standard SLA’s including:
- Initial response time
- Abandonment rate
- First call resolution.
- Maintains ownership of issues ensuring service levels and customer satisfaction are met.
- Documents all work in the ticketing system.
- Identifies and documents the root cause analysis and resolution in the ticketing system.
- Stays abreast of current technologies and products supported by the Solution Center along with new technology being introduced to our clients and environments.
- Ensures continuous communication throughout the Solution Center of trends, resolution of issues, and new processes or technologies that will benefit the team.
- Maintains a professional and courteous relationship with clients along with internal support staff such as 3rd level support teams, business partners and vendors.
- Be available for after hours on call per on call schedule and as needed. Follow on call process.
- Complies with all department, company and site policies and procedures
- Performs other duties as assigned
Required Skills
- Strong analytical skills and ability to research various options and alternatives including the ability to determine root cause and define resolutions.
- Superior customer service skills and professionalism.
- Focus on continuous improvement to provide outstanding support to customers.
- Strong interpersonal skills with the ability to communicate with all levels of the organization.
- Ability to take ownership of issues from initiation through resolution.
- Demonstrate initiative to identify and implement improvements in issue management policies and procedures.
- Must have the ability to multi-task and remain calm and focused during high call volume.
- Strong organizational, planning and prioritization skills.
- Ability to work with others in a collaborative team environment.
Required Experience
- 1-3 years experience in customer support, help desk support, or hands on technical support of computing equipment.
- Understanding of multiple operating systems including Windows 10, 11, OSX, IOS & Android.
- Fundamental knowledge of desktops, laptops, printer, and PDA devices. Basic software knowledge including but not limited to Microsoft Internet explorer, Chrome and office 2013, 2016 and O365.
- Unlocking accounts and change passwords in MS active directory
- Experience troubleshooting office equipment, i.e. MFP’s, network printers, scanners, etc.
Education/Licenses/Professional Designations
- Associates degree or certification in Information Technology field or relevant work experience.
Salary Range: $60,000 - $84,500
Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.
Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.
