Hybrid Tecnico de Soporte III Tecnico de Soporte III

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Job Description

Medline is seeking for Support Technician III will identify and resolve issues resulting in high team contributions and maintain high levels of customer satisfaction within the Technical Support Team. Primarily responsible for providing software and hardware telephone support for Medline's employees nationwide.

Main Responsibilities:

• Diagnose and resolve technology-related problems using documented procedures and troubleshooting tools (where available) in the performance of most responsibilities. Provide technical advice, guidance and informal training to customers on hardware and software programs. Serve as a single point-of-contact with the IT Department for end-users. In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer. Provide an appropriate level of empathy and sensitivity to all customers. Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence. Follow team guidelines and procedures to manage open issues. Accurately and efficiently enter call data into Medline's tracking system.
• Escalate higher tier problems to appropriate support teams. Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team. Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalation. Contribute to knowledge database and call tracking database as needed to enhance quality and consistency of problem resolutions. Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues.
  
  

Academic/Educational Requirements:

Associate or bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or another related field preferred.

Experience required:

1+ years of high phone call volume IT help desk work experience.

Knowledge / Skills / Abilities:

Bilingual (English | Spanish)

Experience providing Tier 1 support of low to medium complexity within a team environment.

Familiarity working with a call tracking ticketing system and ACD systems preferred.

Experience working with troubleshooting tools such as remote connection tools, SCCM, remote help, a plus.

Experience supporting one or more of the following preferred: OneDrive, OneNote, Windows 10, Office 2016.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability/handicap status or any other legally protected characteristic. Tecnico de Soporte III