RealPage jobs - Desktop Support Tech II

SmartSource IT is a Managed Services Provider offering IT support ranging from Desktop and Network support, On-Site dispatches, Hosting, and Microsoft Cloud Solutions Suite

The Technical Support Specialist I is our client’s first point of contact and will be responsible for responding to Tier I Service Desk requests through phone or email, participate in the call queue to triage and route incoming support calls, and perform ticket coordination, while providing excellent customer service. This role will work closely with the US and Manila End user support teams to help provide support to over 30 Property Management clients and maintain client SLA’s. 

In this role, you will be responsible for triaging and providing remote Tier I support via telephone, email, and various support tools to ensure customer resolution for break fix and service requests within established SLAs.

• Provide excellent customer service while providing timely first call resolution and remote assistance to all SmartSource IT (SSIT) clients in accordance to clients’ Service Level Agreements
• Responsibilities include but are not limited to: answering and routing service desk calls, user account provisioning, password resets, and assisting users with troubleshooting issues for connectivity and email
• Demonstrate strong documentation skills as it pertains to tracking, detailing, and explaining troubleshooting steps taken in order to route tickets to the appropriate levels
• Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics
• Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions
• Follow instructions and technical guidelines using standard operating procedure (SOP) documents.
• Responsible for updating existing SOPs and documentation in the SSIT Knowledge Base
• Collaborate with other team members and departments in order to facilitate delivery of support to clients
• Document all notes within business toolsets and ticketing systems
• Test fixes to ensure problems have been adequately resolved
• Participate in after-hours on call rotation
• Additional duties as assigned