Technical Support I, IT Operations
Job details
Apply Now Job Title: Technical Support I, IT Operations Job Description: We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents. Role Summary: Provide end-user support across our desktop, network, telephony, and application(s) environment. You will be asked to maintain, analyze, troubleshoot, and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to Service Level Agreements. As part of our team, you will report to one of our Managers in IT Operations. Main Responsibilities:
- Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
- Support/troubleshoot local servers and network devices with the help of the Network and Servers team remotely. Intermediate knowledge of Network, Server & Voice infrastructure for troubleshooting & problem resolution skills.
- Hands-on experience on End-user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
- Expertise in replacing hardware components such as motherboards, RAM, and Laptop LCD Screens.
- OS level troubleshooting in Win 10, MS Office 2013 & Above package, and various communication tools.
- Evaluate scenarios to capture and recommend inputs to help make decisions on process exceptions.
- Troubleshoot and coordinate for high impact/severity 1/2 issues & communicate real-time updates to the BRC team.
- Hands-on experience in IT Support / IT Operations & End-to-end IT Service Delivery.
- Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
- Manage BCP testing & failover by completing/coordinating checkouts on the floor.
- Ensure compliance and security for the site, maintaining systems compliance and audits as per COPC, ISO 27001 standards.
- Hands-on handling of IT Ticket resolutions on ITIL-based framework.
- Raise change requests with supporting artifacts as defined in the process.
- Installation of Encryption software on all desktop/laptops to ensure compliance.
- Achieve and Maintain high IT VOC scores from operation teams.
- Willingness to work in rotational shifts, predominantly night shifts, in a 24/7 environment.
- 0-6 months experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
- Bachelor's degree/diploma in Computer Science required.
- MCSE or similar certifications (ideally).
- Hands-on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
- Troubleshoot/Problem resolution, Incident Management & Customer Service skills.
- Team Work and flexibility to work overtime.
- Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis.
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