Requisition Number: 1636

Position Title: ROS Sup Svcs Tier II Level I

External Description:

IT Support Services Tier II Level I

Position Overview:

In this customer service oriented role, the successful candidate will be responsible for providing first level technical phone and chat support for internal customers. The IT Support Services technician will work amongst a highly skilled team providing service to an office network of 300+ locations (2200+ employees).

Principle Responsibilities

• Basic Help Desk Functions (Password resets, map drives  printer troubleshooting and installation, how to questions) Respond to inbound calls, voicemails, and online tickets 
• Utilize Help Desk logging software by documenting each ticket with accuracy and consistency.
• Track, monitor and follow up on incidents and tasks by reviewing the open incident report daily to ensure SLAs, OLAs and the follow up schedule are met
• Maintain compliance with all IT General Controls, Policies and Procedures.
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Install approved software application; 
• Utilize Support Tools (Remote tools, Diagnostic tools, and Support database applications)
• Troubleshoot/Support company approved hardware (Computers, peripherals) 
• Working knowledge of mobile devices for  email and security configuration (primarily Android and IOS based)
• Familiar with Google products (Apps, Gmail) and  Microsoft Windows and Office Suite; 
• Maintain high quality of service while remaining within call time guidelines
• Walk users through problem solving steps
• Create, modify and disable various accounts ( Infocenter, Peoplenet)
• Escalate issues as necessary within team or other IT teams as needed
• Other duties as assigned (special projects)

Education & Qualifications (Required and Preferred):

• High school diploma/GED 
• Minimum 1-2 years Help Desk/Technical Support experience 
• Experience with Ivanti ticketing system (Preferred but not required) 
• Excellent customer service skills, including verbal and written communication skills 
• Troubleshooting and problem solving skills, including supporting many web-based applications 
• Ability to actively listen and work in a team environment

 

City:

State:

Community / Marketing Title: Sup SVcs Tire II Level I

Company Profile:

Location_formattedLocationLong: Hyderabad, Telangana IN

CountryEEOText_Description: