Help Desk Support

Antiguo Cuscatlán, La Libertad, El Salvador

GENERAL DESCRIPTION OF POSITION 


Provide remote support, provisioning and programming of Avaya/NEC premise-based & MetaSwitch cloud-based telephone systems. Additionally, some light project coordination and Windows- based helpdesk support may be required 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

 

  • Assist customers with basic troubleshooting, moves, adds and changes, and “How To” questions  
  • Schedule and dispatch onsite engineers; follow up with customer to ensure satisfaction 
  • Create and manage trouble tickets, ensuring accurate documentation  
  • Remotely monitor customer systems – proactively triage, repair and escalate alarms  
  • Assist in system planning, design, provisioning, deployments and upgrades 

 

REQUIREMENTS  


  • 1+ year of recent Avaya IP Office telephone system helpdesk/administration experience (Desirable but not a Must)  
  • General Helpdesk workflow working experience  
  • Strong customer service/communication skills (verbal and written English)    
  • Some intermediate-advanced computer networking knowledge and experience 
  • ConnectWise ticketing software experience (strongly preferred but not a must) 
  • CCNA/Net+ or equivalent certifications not required (but strongly desired) 
  • VoIP deployment/Coordination Experience/Knowledge (desired but not a must) 

 

QUALIFICATIONS  

 

  • Detailed and organizational abilities  
  • Creative  
  • Self-starter with demonstrated ability to learn and to work under minimal supervision  
  • Outstanding Customer Service skills  
  • Self-Motivated 
  • Team player  
  • Open to feedback  


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