IT Tier 1 Technician

Overview

MB2 

 

The IT Technician is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming affiliate office requests so that they can be dispatched to the appropriate resource.

Responsibilities

  • Pre-process service requests as they arrive through email, manual entry, or direct customer input
  • Schedule internal and field resources
  • Communication with offices (customers) as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • IT support relating to issues with the internal systems and network infrastructure
  • Ensure consistency by enforcing standards/procedures.
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Enter all work as service tickets 
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all MB2 Dental's key services for which support is being provided

Qualifications

  • Ability to travel at minimum 50% of the time
  • IT field work experience preferred
  • Skilled problem solver required
  • Excellent customer service and communication skills required

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