Project Description :
The mobile support team provides Tier 2 support of internal users in the Sunnyvale office location. The Mobile Support Engineer position will primarily support daytime staff working in the Northern California region. Responsibilities: • Position is primarily daytime hours; engineer must be available to work any shift as necessary, as well as Saturdays and Sundays on rotating schedule if required. • Engineer will monitor helpdesk software for incoming tickets and troubleshoot calls regarding mobile hardware, software and internal systems (email, Office, internal tools, etc...) and implement solutions as needed; replace mobile hardware and transfer user data when necessary; deploy software; and periodically conduct user training. • Hardware and software issue closure time is measured via internal SLA metrics based on ticket priority - engineers are responsible for closing issues within those SLAs while maintaining high quality of service.
Job Title:
Global Service Desk Technician
Job Summary:
This individual is responsible for providing support for the employees. The support will range from hardware/software troubleshooting to networking troubleshooting and assistance. This IT support specialist will be responsible for troubleshooting; analyzing and documenting his/her work. This individual will need to have the ability to think outside the box and find solutions for problems that are rare and obscure.
Technical Skills, Knowledge & Abilities:
- Experience supporting PC and Mac environments. UNIX a plus
- Application installation and support
- Ms Exchange; Outlook, Entourage, Thunderbird configuration and troubleshooting
- Experience with Active Directory, BES, IMAP, DNS, FTP, Cisco VPN
- Knowledge of remote support tools; LANDesk, Bomgar, RDC
- Experience with support tracking systems
- Strong interpersonal and customer service skills
- Excellent communication and phone skills
- Ability to handle multiple tasks concurrently
- Ability to communicate technical concepts to technical and non-technical audiences
- Excellent analytical skills
- Ability to comprehend a variety of instructions, both oral and written
Minimum Qualifications
- Night, weekend and holiday availability required
- High School Diploma or GED required
- Customer support and basic technical experience preferred
- Degree seeking in Computer Science, MIS or related field is desired
Contact Detail
Recruiter : Abhishek Soni
