HI,
Hope you are doing good!
Please let me know if you are interested in the below position.
Internal Tittle: Service Desk Technician – Level II
Location: Alviso, CA
Duration: 6+Months
Description
The Level II Service Desk Technician’s role is to ensure proper computer operation so that end users
can accomplish business tasks. This includes actively resolving escalated end user help requests
within established SLAs. Problem resolution may involve the use of diagnostic and help request
tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Assist in software releases and roll-outs according to Change Management best practices.
Operational Management
Assisting in providing Level I Support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Build rapport with Service Desk customers.
Escalate problems (when required) to the Service Desk Manager.
Record, track and document the service desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the
Internet/Intranet to aid in problem resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software,
installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups with Level I Technicians as required.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Position Requirements
Formal Education & Certification College diploma or university degree in the field of computer science and/or [5 plus] years
equivalent work experience.
Certifications in [Linux; Mac OS; Windows] are a plus
Knowledge & Experience
Knowledge of advanced computer hardware, including [desktop, laptop, VMware and server
support experience is a plus].
Experience with desktop and server operating systems, including [Linux (CentOS; Windows;
Mac OS].
Extensive application support experience with [Microsoft, Mac OS, other (Open Office, etc)].
Working knowledge of a range of diagnostic utilities, including [Anti-Virus/malware, LANDesk,
MDM solutions, remote access, etc ].
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles
and processes.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioningskills.
Strong documentation skills.
Personal Attributes
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Please send the updated resume to john@g11n.it
Regards,
John
Sr IT Recruitment Specialist
Tel: (803) 339 1600 Ext: 5553
E-Mail: john@g11n.it
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