IT Customer Care Specialist I - Ft Lauderdale, FL

Job description

A WORLD LEADER IN TESTING, INSPECTION & CERTIFICATION SERVICES

Bureau Veritas offers dynamic, exciting employment opportunities with an attractive salary/benefit package and an opportunity to play a vital role with a global organization. If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today.

Bureau Veritas is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, citizen status, sexual orientation, genetics, status as a protected veteran, or any other non-job-related characteristics.

This position is responsible to ensure equal opportunity in employment in that all persons are treated equally and on the basis of merit, in decisions regarding selection, placement, promotions, training, work assignments, transfers and other personnel actions.

City:Fort Lauderdale

State:Florida

Position Summary

Provide remote and deskside technical support of the company’s computer hardware, software systems, and mobile devices to insure smooth operations and minimal down time. Takes ownership of requests, document all work in a centralized common service ticket system, provides accepted resolution using documented or common remediation methods, escalates in a timely manner to the appropriate resource if unable to resolve, maintains regular and timely communication with end users on status of open requests, manages activities to meet service level agreements.

Objective

Provide remote and local (telephone, email, ticket and walk up) technical support of the company’s critical business, financial, departmental and communication applications to insure smooth operations and minimal down time. Additionally, support the delivery and effective operation of the BV network, computers, desk phone, smartphones, printers, copiers, AV equipment and other technical devices. Provide specified on-site technical support for IT projects including critical application rollouts and upgrades, office openings, closings, moves and expansions, network upgrades, phone system installations, newly acquired company integrations, and other projects. Work with operations team, network team, project managers and developers as well as working with technical vendors, provides consultative assistance for purchasing of hardware and software. Track all work in ticketing system, track all time and provide management and business users with required periodic reports.

Major Roles & Responsibilities (Specialist I & II)

· Timely response to requests for support via telephone, email, ticket, or walk up to meet service level agreement
· Adhere to standard remediation practices to fulfill requests for support
· Provide outstanding customer service
· Setup new users, devices, and provide access to internal applications; install software, use remote take over tools to resolve service requests
· Complete all requests in a timely fashion and shows accuracy in work quality
· Troubleshoot and repair problems and hardware and software performance concerns
· Educate end users on best practices for using their devices and maintaining security
· Escalate unresolved tickets to the appropriate support team in a timely manner to achieve service level agreements
· Provide after-hours and weekend tech support from time to time.

Additional Responsibilities for Specialist III:

· Recommend and implement ways to provide better overall customer service
· Act as primary resource and escalation point for Specialist I&II groups
· Work on special projects, as directed
· Interface with 3rd party vendors as needed
· Test and deploy new solutions
· Take lead role in a Support Department Speciality (Including but not limited to: Business Application Support, Setting Hardware/Software standards, Corporate Image Management, Problem Management/KPIs, Patch Management, Anti-Virus)
· Take Leadership role as the Remote Support specialist interface; mentors tier I&II specialists to improve technical efficiency, develops job aids and documentation to improve consistency and standardize quality of support service across the team

Key Performance Indicators & Metrics (Criteria for Performance Evaluation )

· Solid understanding of technology – Ticket Quality/ Document all work
· Achievement of SLA
· Good analytical, problem solving, and administrative skills (organized, efficient and versatile) – Reports Complete and On-time
· Good communication, phone, listening and customer service skills – Customer Surveys
· Accuracy of all work

Knowledge, Skills, Abilities

· Solid understanding of Information Technology concepts including PC Hardware, Windows, Software, Email, the Internet, Networking/Password management, VOIP, Phone Technology, Smartphones, and Multi-Media, with ability to troubleshoot problems in all areas.
· Good analytical, problem solving, and administrative skills (organized, efficient and versatile
· Leadership/Entrepreneurial skills helpful – must be able to work autonomously
· Good Communication, Phone, Listening and Customer Service Skills
· Professional, Courteous and Pleasant personality

Experience and Educational Background Required for the Job

SPECIALIST I :

· 4 year degree in an IT related or technical field; or 2 year degree in an IT related or technical field with 2 years of IT related experience
· A+ Certification or similar experience
· Network+ Certification or similar experience
· Lotus Notes experience and Cisco VOIP experience a plus
· Experience supporting business, financial, department and communications applications a plus

SPECIALIST II :

· 4 year degree in an IT related or technical field; or 2 year degree in an IT related or technical field with 4 years of IT related experience
· A+ Certification
· Network+ Certification or similar experience
· Lotus Notes experience and Cisco VOIP experienc
· Experience supporting business, financial, department and communications applications a plus

SPECIALIST III :

· 4 year degree in an IT related or technical field; or 2 year degree in an IT related or technical field with 6 years of IT related experienc
· A+ Certification
· Network+ Certification
· Lotus Notes experience and Cisco VOIP experience
· Microsoft or Cisco certification a plus
· Experience supporting business, financial, department and communications applications a plus

If you are an individual with a disability and you would like us to assist you with searching the Careers Page site for employment opportunities and/or assistance with completing your profile and application, please contact us at 1-888-357-7020 or email us with your request to We are happy to assist you and encourage you to consider Bureau Veritas for your next great career opportunity!

If you would like additional information regarding Bureau Veritas' federal obligations in regards to equal employment opportunity, please click the link below:

http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf