Technical Support
hace 3 semanas
**IMPORTANT: Flexibility in working prime and overnight shifts considering 24x7 operations. ENGLISH ADVANCED.**
**Job requirement**:
- Preferred/Good to have A+ certified (Core Networking Concepts)
- Preferred/Good to have ITIL certified (ITSM Knowledge - Service Now & CSM)
- Excellent written and verbal communication (Must be Bi-lingual English + Spanish)
- Experience in Point Of Sale support (Registers, EMVs, Receipt Printers, OCS, EBT etc)
- Preferred work experience in QSR - Quick Service Restaurants environment like **Jack In The Box,** **Chick-Fil-A, Starbucks, Mc Donald** etc
- Experience on remote support tools Bomgar, Log Me In.
- Flexibility in working prime and overnight shifts considering 24x7 operations.
**Who are we looking for?**
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions
- Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
**Technical Skills**:
- Effective Business Communication
- Strong time management
- Communication in neutral or American accent over phone and grammar skills
- Analytical skills
- Ability to follow process and procedures. Escalate unknown issues or questions without delay
- Operating the computer, OS and Knowledge base navigation
- Use of Ticketing tool
- Account Management / Password reset
- Active listening and probing skills
- Level 1 and 1.5 technical troubleshooting
- Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
- Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director
- Proficient in MS Office 2013, 2016 and must have knowledge of O365
- Must have worked on Windows 7 and Windows 10 support for laptops and desktops
- Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
- Knowledge of Wyse thin and zero client support, set up and connectivity
- Supporting issues with Printer installations, HP Print and Scan via USB
- Cisco VPN client support
Tipo de puesto: Tiempo completo
Salario: $20,000.00 - $22,000.00 al mes
Horario:
- Turno de 10 horas
- Turno de 8 horas
Prestaciones:
- Seguro de vida
- Vales de despensa
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