Job Description Job Description
Must be authorized to work in the U.S. This position is on-site full-time in Rocky Mount, NC: Monday - Friday, 8:00 AM - 5:00 PM (ET). Reliable mode of transportation 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)
- Generous Time Off
- 401k Retirement Plan with Company Match
- Peer-to-Peer Recognition
- Learning and Development
- Pet Insurance
- Fun On and Off-Site Events
- Referral Bonus Program
- Employee Assistance Program
The Opportunity: The Provisioning Administrator, Tier II is primary responsibilities for handling second level support in the Provisioning team. The Provisioning Team 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.
- Improve efficiency by automating, where possible, of accounts and hardware setup through scripting, imaging, etc.
- Assist with the coordination of any hardware shipment and onsite deployments
- Provide technical support where needed
- Create 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 software
- Data entry may be required for new and active clients
- Information 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.
- Responsible for all License fulfillment and audit
- Act as the first point of contact to the customer for all types of service requests
- Installing phone related applications necessary (Apple and Android) via Intune or other MDM.
- Must always be on Phone Support and available.
- Process service requests as they arrive through BCS Customer Portal. This includes but not limited to:
- Self-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.
- Training and mentoring for Provisioning Administrators, Tier I
- Onsite required
- Other duties as assigned
Customer 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 customers
- Exemplified ability to defuse escalations and high-tension situations
- Well-developed ability to appease customers experiencing service outages and difficulties
- Ability to listen actively and ask clarifying questions to seek understanding
- Experience going above and beyond duty to delight customers
- Must have a genuine drive for customer satisfaction and retention
Required Professional IT Certifications and Experience - Education: Bachelor's degree in computer science or related field experience
- IT Experience: 3 years minimum
- One or more of the following: CompTIA or A+, Network+, Microsoft MCP
- Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command
Decision making and Self-Management - Interface and maintain effective communication with business users and other ITS team members
- Excellent 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.