Job Description
Job Description
Must be authorized to work in the U.S.
This is a full-time, on-site position : Monday - Friday, 8 : 00 AM - 5 : 00 PM (EST)
The position will be located at BCS365 headquarters in Rockland, MA.
Field work will be required as needed. Reliable mode of transportation required. Valid driver's license required.
The Company :
Make an Impact & Unleash Your Potential :
- We empower businesses to thrive in a connected world by providing innovative, secure, and reliable IT solutions and cyber security services. Immerse yourself in cutting-edge technologies, collaborate with highly talented individuals, and elevate your future.
We Live Up to Our Values :
Take initiative, professional growth is what you make of it.Teamwork, collaboration, sharing of knowledge; it's what we do.Be heard, be respected, be supported; leadership is in it for you.We accomplish extraordinary results through determination and commitment.Customer satisfaction is at the center of what we do; we only succeed when our customers succeed.Benefits for a Balanced You (US Employees) :
Insurance Coverage You Can Depend On : Health, Dental, Vision, Life / AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical IllnessPaid Time Off (Vacation, Sick Time, Holidays, and even a day off for your birthday!)401k Retirement Plan with Company MatchPeer-to-Peer RecognitionLearning and DevelopmentLegal and Identity Protection ServicesPet InsuranceFun On and Off-Site EventsReferral Bonus ProgramEmployee Assistance ProgramThe Opportunity :
The Provisioning Administrator, Tier I is primarily responsible for configuring hardware, software, and account access for new hire and termination of our clients end users.
Essential Duties and Responsibilities
Process customer service request for provisioning of end users; including but not limited to creation of accounts in Active Directory, provide appropriate access, allocating licenses and configure software and hardware i.e., computers, desk IP phones, cellular, etc.Assist with the coordination of any hardware shipment and onsite deploymentsProvide technical support where neededCreate and conduct onboarding IT orientation using approved methodologies and materials i.e., PowerPoint presentation, self-help user guides, etc.Create and update provisioning documentation; including but not limited to a step-by-step procedure, a checklist, etc.Update customer asset in ticketing system when adding or removing hardware and softwareData entry may be required for new and active clientsInformation Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.Act as the first point of contact to the customer for all types of service requestsMust always be on Phone Support and available.Process service requests as they arrive through BCS ServiceNowSelf-Assign incoming request by identifying and investigating users’ request, providing immediate solutions when applicable.Escalate client support requests or cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.Responsible for entering time and all work with proper updates in Ticketing system as it occurs.Other duties as assignedCustomer Focus
Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.Illustrated diplomacy, tactfulness and empathy when dealing with customersExemplified ability to defuse escalations and high-tension situationsWell-developed ability to appease customers experiencing service outages and difficultiesAbility to listen actively and ask clarifying questions to seek understandingExperience going above and beyond duty to delight customersMust have a genuine drive for customer satisfaction and retentionRequired Professional IT Certifications and Experience
Education : GED or HS DiplomaIT experience : 2 years minimumOne or more of the following : CompTIA or A+, Network+, Microsoft MCPAdvanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux / Unix commandDecision making and Self-Management
Interface and maintain effective communication with business users and other ITS team membersExcellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.Proven aptitude to work well in a team or independently with minimum supervision.Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, color, religion, creed, gender, national origin, sexual orientation, age marital or veteran status, disability, or any other legally protected status.
Please Note : BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.