Senior Customer Service Technician

Madison Square Garden has an exciting opportunity for a...

Senior Customer Service Technician!!

Description:

The Senior Customer Service Technician is responsible for providing level III responsive support for IT equipment located predominately at fuse networks. This position may also be required to support other Madison Square Garden, L.P. properties based on workload and schedule coverage. Manages the daily assignment of Help Desk Tickets leveraging all required support groups to resolve issues. Will be available on call based on the departmental rotation in order to respond to support requests and meet the needs of our departments in a timely and efficient manner. Monitors PC and Desktop components using Network management tools and conducts hands on visits to verify issues. Performs PC moves, upgrades/asset management, and all other desktop support or other customer service duties as requested. Responds to customer inquires and error notifications, partners with Corporate Helpdesk when updating SOPs, and assists in training associate technicians and interns in department standards. Performs tuning of production systems and receives hardware from vendors. Advises management of any project-related issues that have not been resolved or addressed in a timely manner. Manages Desktop Technology and partners with other MSG IT groups for implementation of IT projects. Markets IT capabilities, services and strategies both internally and externally, and develops initiatives to improve the IT department’s ability to deliver value-added services. Participates in special projects and performs additional duties as assigned.

Qualifications:

Ideal candidate will have a Bachelor’s degree or equivalent work experience with at least six years of experience in Information Technology, at least three years of trouble shooting wired and wireless network issues, along with A+, Microsoft and Network certification. Must have six or more years experience in Desktop PC installations and upgrades. Must be knowledgeable of operations and support pertaining to distributed computing operating systems, hardware, software, networks, messaging, client service environments, Internet and information sharing. Will have IT support experience, specifically desktop, client side applications and security products, along with the ability to present and discuss technical, functional information in a clear and concise manner. Will be a self-starter with excellent problem solving and analytical skills, and team player with the ability to be creative with a common goal of excellence. Must be an independent thinker with the ability to multi-task and work effectively in a high-volume, deadline-oriented environment. Will have a high level of energy and commitment and be able to develop good working relationships internally and externally. Must be flexible to work evenings, weekends and holidays as necessary.