Answernet Inc
Work Hours: Must have flexible open availability
Pay Range: $16.00/hr
Reports to: AHS General Manager
Job Type: Full-time
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third‑party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.
Job Summary Customer‑focused L1/L2 Helpdesk Technician responsible for providing first and second‑level technical support to end‑users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer‑reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
Responsibilities
Inbound and Outbound Calls
Serve as the first point of contact for end‑users seeking technical assistance via phone, email, or helpdesk tickets.
Root cause analysis probing
Providing immediate solutions to common user issues.
Ticket Routing
Document accurate records of all support requests, resolutions, and follow‑ups.
Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
Creates and maintains user e‑mail accounts.
Virtual Machine and or Remote Desktop support
Oversee monitoring network systems, including network outages.
Ensuring service level agreements are met.
Managing user accounts and associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications
Ability to work from home (this is a remote position)
Prior Technical Support or Help Desk experience
High School Diploma or equivalent
History of Customer Service
Excellent verbal, writing, grammar, and communication skills
Critical Thinking and Problem‑Solving skills
Attention to Detail
Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
Familiarity with VOIP or Telephony services
Ability to provide step‑by‑step technical help, both written and verbal
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements
PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
Hard‑wired high‑speed internet connection (ethernet cable)
USB‑connected Headset
Webcam
A quiet dedicated place to work free from distractions including pets and children.
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Job Summary Customer‑focused L1/L2 Helpdesk Technician responsible for providing first and second‑level technical support to end‑users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer‑reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
Responsibilities
Inbound and Outbound Calls
Serve as the first point of contact for end‑users seeking technical assistance via phone, email, or helpdesk tickets.
Root cause analysis probing
Providing immediate solutions to common user issues.
Ticket Routing
Document accurate records of all support requests, resolutions, and follow‑ups.
Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
Creates and maintains user e‑mail accounts.
Virtual Machine and or Remote Desktop support
Oversee monitoring network systems, including network outages.
Ensuring service level agreements are met.
Managing user accounts and associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications
Ability to work from home (this is a remote position)
Prior Technical Support or Help Desk experience
High School Diploma or equivalent
History of Customer Service
Excellent verbal, writing, grammar, and communication skills
Critical Thinking and Problem‑Solving skills
Attention to Detail
Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
Familiarity with VOIP or Telephony services
Ability to provide step‑by‑step technical help, both written and verbal
Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements
PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
Hard‑wired high‑speed internet connection (ethernet cable)
USB‑connected Headset
Webcam
A quiet dedicated place to work free from distractions including pets and children.
#J-18808-Ljbffr