Technical Support iConcentrix

To provide efficient maintenance of stand-alone or client-based computer hardware and peripheral facilities within the operating and production environment, and in so doing, reduce, if not, eliminate incidence of errors and technical problems. To provide efficient maintenance of stand-alone or client-based computer hardware and peripheral facilities within the operating and production environment, and in so doing, reduce, if not, eliminate incidence of errors and technical problems. Perform onsite analysis, diagnosis, and resolution of complex desktop, telephony and application problems for end users, and recommend and implement corrective solutions and workaround, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user related hardware and software incidents in order to deliver required operational level agreements. Assess the need for and implement performance upgrades to workstations such as CPUs, I/O and NIC cards, hard drives, RAM and so on. To provide definite and reliable solutions in addressing basic technical IT-related problems in the operations and production environment. To streamline the support process through proper recording and documentation of reported problems validated solutions, and remediation procedures. Monitor applications to support desktop performance availability, and then provide performance statistics and reports. Interviews user to collect information about the problem and leads user through diagnostic procedures to determine source of error. Ensures the proper recording and classification of problems encountered through ticketing tool. Provides first-level of phone and onsite support to users by offering set solutions to problems. Follow IT best practices and processes Ability to learn and support client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions. Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled. Able to efficiently close tickets basis SLA targets. Provides technical assistance on hardware, software, and local-area network connectivity problems, including user access and component configuration. Installs, administers, tests, and maintains client hardware, operating system, and software. Aids in customizing, upgrading, integrating, and testing hardware and software facilities for users. Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security. May perform a variety of administrative support functions such as backup and restoration of data. Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems. Performs miscellaneous technology related job-related duties as assigned. Must Adhere to Change Management Process Guidelines Report any deviation related to any processes Ensure availability in a minute to BRC calls during outage To ensure security and compliance requirements are met for the site Ensure outages for the site RCA are delivered on time and Action items are closed To support/ trouble shooting the local servers and network devices with the Network and Servers team remotely. Basic knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like File Server permission, Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling.
Monster

Philippines
Permanent
Full-time