Service Desk Technician - Bilingual Mandarin/English
$16 - $20 per hourFull-time
Logicalis, Inc.
*This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST* Summary Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required. Essential Duties and Responsibilities
- Responds and solves customer issues utilizing technology tools, procedures, and training.
- Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
- Escalates issues in accordance with escalation procedures.
- Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
- May create technical and process documentation for trouble shooting purposes.
- Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
- Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
- Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
- Supports and conducts self in a manner consistent with customer service expectations.
- Associate degree in a related field.
- 1 year experience in the following:
- Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
- Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
- ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
- Proficient use of all Microsoft products and operating systems.
- Microsoft, Cisco or CompTIA A+ / CompTIA Network+
- Strong troubleshooting and initiative skills.
- Client service focus and excellent interpersonal skills.
- Strong, clear communication skills - oral, written, and email.
- Excels in ability to multi-task.
- Works independently with minimal supervision.
- Works well with team members and cross-departmentally.
Vacancy posted 2 days ago
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