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Merge IT · 12 hours ago

IT Install Technician

Plano, TX

Contract

Onsite

New Grad, Entry Level

$23/hr - $23/hr

Merge IT is seeking to add five IT Install Technicians to their team. The role involves providing technical support for contact center systems, performing installations, upgrades, and repairs, and improving service delivery processes.

CRMEnterprise Resource Planning (ERP)Marketing AutomationOutsourcingStaffing Agency

Growth Opportunities

Responsibilities

Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system

Perform remote installations, upgrades, and repairs using phone, chat, and remote access methods

Achieve performance targets established by leadership for applicable Key Performance Indicators

Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs

Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience

Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required

Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information

Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary)

Prioritize and perform specialized resolutions with escalated and/or high visibility incidents

Provide "White Glove” service to our customers

Perform other duties as assigned by management

Qualification

Microsoft OSServiceNowMicrosoft OfficeWeb based ApplicationsTechnical SupportCustomer ServiceIncident ManagementProblem ManagementDocumentation

Required

Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential

Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications

Acquire or hold relevant certifications required by company and/or customer