Support Specialist II

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Department: Support Reports to: Support Team Lead
Classification: Hourly Location: Fargo, Bismarck, St Cloud, Grand Forks

 

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Incorporated (NCI) is a Managed Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. Within NCI, our services team supports our customers from service desk to infrastructure consulting and custom application\website development, offering a variety of career paths and opportunities. We hear from our employees that one of their favorite things about working at NCI is the experience they get working with a wide range of different technologies and customer environments.
 

ESSENTIAL DUTIES

The primary responsibility of the Support Specialist II position is to maintain availability in a fast-paced call queue and utilize technical programs and tools as needed to provide customers with advanced assistance and solutions for technical issues related to Hardware, Software, and Networking. The Support Specialist II is a client-facing role that requires effective and timely communication with customers on new and existing tickets. Individuals in this role will be expected to identify and escalate issues that require complex troubleshooting and extended time, collaborate with senior resources on mentoring opportunities, and provide technical mentoring to Support Specialist I team members. 


All professional service positions are expected to drive revenue and customer satisfaction through up to date communication, accurate time keeping, thorough documentation and overall issue resolution. 

 

 

Dedication to Customer Success 

  • Business specific knowledge of the customer’s technical environment and operations
  • Collaborate with the team members to ensure steps taken support the customer’s needs
  • Ensure risks are identified, communicated, and mitigated throughout troubleshooting process
  • Perform follow-up to verify final resolution and determine customers satisfaction level

Commitment to Employees 

  • Effective and timely communication with team members regarding task progression and status
  • Detailed logging of troubleshooting steps and time tracking
  • Work with Services Coordinator to ensure collaboration between teams
  • Update and maintain network documentation and processes for recurring procedures
  • Strive for billable efficiency to ensure individual and team goals are met

Responsible Innovation 

  • Anticipate and help prepare for major technology changes to ensure a competitive advantage
  • Identify inefficiencies and offer suggestions for improvement when applicable
  • Recognize opportunities to offer new technical solutions that fit the customers’ business needs

QUALIFICATIONS

  • Associates degree and/or 3-5 Years relevant work experience
  • 2 certifications | A+, Network +, Server +, MCSA, VTSP or other industry certifications
  • Contribute to the continuity of computer services by providing technical leadership
  • Strong ability to work under pressure and multitask to meet customer satisfaction

MEASUREMENT OF SUCCESS

  • Customer CSAT Score above 92%
  • Meet or exceed 100% of projected billable hour
  • Average time to resolution per ticket
  • Quantity of tickets and calls handled, resolved, and escalated
  • Average time entry delay
  • Dependability for task completion
  • Quality of ticket notes
    • Timely (within a reasonable amount of time after work completed)
    • Complete (explains problem and resolution)
    • Demeanor (talking with the customer not at the customer)