Technical Support Center Analyst - 2nd Shift
Posting ID: JP-002150690
Assignment Description: Contract position for a Technology Support Center Technical Support resource, 2nd shift: • Attendance is extremely important for this position. The successful candidate will be required to work 2nd shift which is Monday – Friday, 3pm - 11:30pm. • Has 1 – 3 years IT and phone support experience. • Demonstrates soft phone skills, interpersonal skills, and customer service skills. • Will use soft phone skills and technical aptitude to provide daily telephone technical support to internal LGE-KU clients, answer customer voicemail messages and emails. • With assistance of tenured personnel and knowledge repositories, (Knowledge Articles, job aid, etc.) will identify, create, diagnose, route, and resolve client incidents according to service level agreements. • With assistance of tenured personnel, will coordinate restoration of services with other IT support personnel. • In addition to providing daily telephone technical support, the successful candidate will monitor databases, and server alerts, etc., by utilizing various monitoring tools (Site Scan, SCOM, and Automic, etc.). With assistance of tenured personnel, will take corrective action to address alerts and resolve technical issues. Skill Set Requirements and Capabilities: To provide Troubleshooting Support candidates should have: • Technical aptitude. • Basic understanding (1 - 3 years’ experience) of user accounts in Active Directory including Outlook e-mail, network resources, Active Directory Groups, and access to network shared folders. • Basic understanding (1 - 3 years’ experience) of Citrix VDI and Thin Clients • Basic understanding (1 – 3 years’ experience) utilizing XenMobile/Intune MDM (Mobile Device Management) tools to support Androids, iOS, tablets and Chromebooks. • Basic understanding on how to troubleshoot Androids, iOS, tablets, laptops, thin clients, and Chromebooks. • Basic understanding (up to 3 years’ experience) using an incident tracking tool or Cherwell. The successful candidate will create, diagnose, maintain, route, and resolve incidents using the knowledge repositories that are currently in place (Knowledge Articles, job aids, etc.). Will also receive assistance from tenured personnel to resolve client incidents according to IT service level agreement. Special Requirements: Attendance is extremely important, and this individual will work 2nd shift. The successful candidate will be required to work 2nd shift which is Monday - Friday; 3pm - 11:30pm. Six to eight weeks of training is required. The successful candidate will train Monday – Friday; 7:30am – 4:00pm. Must possess soft phone, and communications skills. Ability to absorb information, technical aptitude, multitasker, apply technical and conceptual skills in practical applications and deal with rapid technological change. Level of Experience: 1 – 3 years’ experience Required Certification: None required
Active Directory, Outlook, Monitoring tools, mobile device management, Technical support, Outlook, O365, Help desk, Call center, Software support, office 365, office suite, windows 10, troubleshooting, hardware troubleshooting, software troubleshooting, end user support, mobile device, vdi, xenmobile, mdm, incident response, ticketing system
Top Skills Details:
Active Directory, Outlook, Monitoring tools,mobile device management,Technical support,Outlook,O365,Help desk,Call center,Software support
Additional Skills & Qualifications:
Need strong communication and customer service skills.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Recruiter: Hannah Bandura