Randstad TSS-Level 1 Help Desk Support-MST (5695629) in Pittsford, New York

TSS-Level 1 Help Desk Support-MST (5695629)


Pittsford, NY

Date Posted:

Thursday, October 13, 2016

Job Type:


Reference #:



Randstad Technologies

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Technical Support Specialist - Rochester, New York

Provide technical support via telephone and email to customers. Work to retain and encourage increased business from customers by efficiently and courteously satisfying the customer s needs on an ongoing basis.

Job Functions:

Responsible for answering incoming phone calls, emails, and other inquiries into the Technical Support Center.

Technician will clearly identify and document the problem summary and description as described by the customer as well as record the call details in the CRM tool following the documented processes.

This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.

The Technician will utilize the provided tools to research problems for known and existing solutions.

Technician is required to follow documented processes to ensure callers are certified as outlined in the certification program and have current qualified support agreements in place.

Other Responsibilities:

Assist with testing on new/existing products.

Travel to customer site required as needed.

The Technician will continually utilize the operations board to assess daily performance. They will work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.

The Technician will adhere to all Corporate guidelines, rules and policies. The Technician will be required to complete all ethics requirements as set forth by company policy and other mandated tasks as outlined by Management. This includes the attendance of all hands meetings, team meetings, skip levels, and other meetings requested or required by Management.


The Technician is required to be available (ready) to take calls at all times unless time is authorized to be off the phone.

Skill Training:

Technicians will be required to attend training as needed. Training will include but is not limited to:

  • Product training, Industry Training

  • Ad-hoc trainings offered such as Customer Care, PFT objectives training, Troubleshooting, etc.

Qualifications Required Qualifications:

  • 2 years experience in customer service and/or technical help desk

  • Candidate must have experience working with currently supported operating systems

  • Understanding of basic AC and DC circuitry and electronics

  • Comprehensive understanding of current network topologies and protocols

  • Knowledge of SQL database engines

  • Previous experience in Access Control, Video, Intrusion and related technologies

  • Excellent listening, verbal, and written communication skills

  • Professional telephone manner and outstanding customer service skills

  • Must have the ability to multitask and work independently

  • Must be detailed oriented in order to effectively resolve technical customer issues

  • Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills

  • Ability to meet tight deadlines and adapt to change

  • Excellent interpersonal skills, ability to work well with customers, peers, management and other departments

  • Ability to take instruction and follow established disciplines

Language Proficiency

  • Bi-Lingual English, Spanish, French and Portuguese proficiency is preferred.


  • High School Diploma/GED minimum with a minimum 4 years of related experience

  • Associates degree in Computer Science, IT, or electronics (preferred)

  • Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)

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