Short Description:
Provide support for DORES Desktop Services to assist with: post-Windows 7 migration issues; the new Avaya Call Center roll out; the Office 365 rollout and the new Service Request Management system rollout.
Complete Description:
Years of Experience: 3 or more years field experience
Education: 2 year college degree or equivalent technical study
The selected candidate will respond to client calls related to the following:
Windows 7 Post Migration Tasks: Answer client calls and identify and respond to those related to Windows 7 post migration issues. Attempt to resolve call or route the call to appropriate staff members. Enter information into DORES Service Center.
Avaya Call Center Implementation: Receive training on new Avaya Call Center procedures. Answer calls in accordance with procedures and provide input for system troubleshooting.
New Service Request Management Implementation: After responding to calls, enter information into new service center system. Participate in testing, assist with data transfer and provide input for system troubleshooting and refinement.
Office 365 Implementation: Respond to calls related to implementation calls of the Office 365 roll out.
Skills:
Skill
Required / Desired
Amount
of Experience
Experience providing Tier 2 technology phone support to clients.
Required
2
Years
Good customer relationship skills.
Required
2
Years
Experience with Office 2010
Required
2
Years
Experience with Office 365
Highly desired
1
Years
Expericene with Windows 7
Required
2
Years
Experience using Peregine Service Center
Nice to have
1
Years