Helpdesk Technician I

*We are hiring for 2nd shift (4PM- 12:30AM) and 3rd shift (12AM- 8:30AM) only*

Company Description

At Lunavi, we believe in illuminating the path forward and helping our customers navigate what’s next. We are innovators who are combining the power of human ingenuity and technology to deliver an unrivaled customer experience. We’re a trusted partner for companies looking to digitally transform their business, modernize business applications, solve traditional IT challenges, and extract ROI from technology. Our high-performing teams, deep expertise, and proven processes help to propel businesses forward.

This position will perform the 3 functions of the Technician I- Help Desk, Monitoring, and Support. Responsible for managing the ticketing system and answering the phones, monitoring our systems, monitoring the facilities, and successfully completing tickets to customer satisfaction. This is not meant to be an all-inclusive list, but this lists the major responsibilities.

Role and Responsibilities

• Must ensure 100% understanding on all alerts received and act according to policy per alert.
• Answer the phones politely and transfer calls accordingly.
• Follow proper email etiquette as detailed in the best practices document and
• Respond promptly to all email and Microsoft Teams messages.
• Check In/Out of approved visitors, and escort customers to the data floor.
• Assist in writing and updating documentation (if requested) while handling normal ticket workflow.
• Use all available documentation first while handling normal ticket workflow prior to escalation.