Tech Support Rep
ViacomCBS
New York, NYThis was removed by the employer on 4/15/2019 10:55:00 AM PST
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Full Time Job
The Tech Support Rep will provide direct customer support to employees to resolve issues related to computer set-up, network and server connectivity, cloud collaboration, audio/visual and telecommunications as needed. You will provide on-site and remote support to Viacom’s New York offices as directed by Manager. You will work cross functionally with both technical and non-technical users to provide best in class support for employees at all levels.
• Installs a variety of software and performs upgrades.
• Repairs PCs/Peripherals following established procedures.
• Selects specifications for new -user equipment based on user needs and configures as appropriate.
• You will configure and install new hardware.
• Supports equipment/ operating systems installing, solving and supporting as needed.
• Raises incidents / service requests as appropriate.
• Documents problem and resolution.
• Follows up with the customer to ensure that problems have been addressed successfully.
• May repair and provide preventive maintenance on equipment ensuring continued and timely operation.
• Flexibility to work overtime hours and weekends as needed.
Basic Qualifications
• You will possess 2 years of experience in a technical support role, potentially including “Hands On” Internship Experience.
Additional Qualifications
• You fix user problems requiring a working understanding of the operating environment and a basic understanding of Inter-Related technologies. Can problem-solve most standard problems.
• Courteous and tactful at all times with customers and MTS colleagues. Diffuses problem situations effectively. Is always seen by customers as professional and helpful.
• Effectively probes customers to determine the actual nature, or underlying cause, of a user problem.
• Works to assess the customer's comfort level with technology, and may have to manage the customer's anxiety and stress.
• Has strong orientation towards customer service.
• Comfortable in a continual dialogue with customers that may be vague, confusing, and/or stressful at times.
• Operates effectively as part of a larger team and in managing own work.
• Receives general direction, work in progress is reviewed routinely.
• Incumbent selects appropriate work procedures or approaches to address and/or call out problems.
• You can effectively choose from among many different approaches in order to implement a solution.