About this role
Role Overview
- Primarily responsible for all IT Helpdesk Level 1 tickets, ensuring that these are all accepted and assigned within the service level.
- Ensures that all tickets are dealt with accordingly, escalating level 2 tickets whenever necessary.
- Responsible for initial resolution or analysis of tickets inside the company.
- Closely work with Operations and other support groups for outages, maintenance, updates and IT-related issues on equipment, tools and other IT infrastructure.
- Handle special monitoring tasks for client-end servers and datacenter for job failures, non-working jobs/task or command outages/downtime and escalate to the POCs/Analyst urgently.
- Work onsite as needed for physical troubleshooting, set up and maintenance of IT devices.
- Work with Global Service desk to receive support requests via phone as needed and additionally assist with New Hire IT sessions.
Requirements
- Bachelor’s Degree in ECE, Computer Science, Computer Engineering, Information Technology or any IT/Computer-related course.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions and decimals.
- Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
Benefits
- Assists onsite operations.