Back Office Technician (L2)

Job Description

Job Description

Job Title: Back Office Technician (L2)

Location: South San Francisco, CA

Summary:

Respond to assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals at the customer’s location. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware.

Essential Duties and Responsibilities:

• Support of PC & MAC Platforms & Operating Systems.
• Involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s location.
• Tech Refresh Program initiatives, including System Level Migrations, Data Migrations, Application Integration and Configuration on PC & MAC systems.
• Work independently on assignments and report progress to your supervising manager.
• Coordinate, manage and predict equipment and part needs
• Facilitate 100% of closures for all requests within the CRM tool on the day they are resolved or fulfilled.
• Manage to the details and notes utilizing multiple CRM Utilities, including but not limited to those supported by your employer or one of its customers (i.e., OPUS, ServiceNow, Google Docs)
• Plus, if you are experienced with Google Suite of Applications, WebEx & MDM solutions, not mandatory

Education/Experience:

• Professional experience supporting both PC and MAC Platforms and Operating Systems (60/40)
• Customer Service and experience working directly with customers is a must.
• Technical authorization with CompTIA and hold a current status of “A+ Authorized” is preferred.
• Technical authorization with two or more of the following manufacturers: Apple Computer, Inc., Hewlett Packard LaserJet and Desk Jet printers, IBM laptop and desktop computers, HP Computers, Toshiba America, Apple Computers is preferred.
• Requires a sound technical background with a minimum of 2-3 years of professional experience in a Service or IT environment.
• Good interpersonal skills and organizational skills.
• Troubleshooting and problem experience are helpful.
• Excellent communication skills are a plus.
• General knowledge of Microsoft Excel, Microsoft Word, and Microsoft Outlook is a plus.
• 5 years supporting one or more operating systems such as Mac OSX (Up to Mt. Lion), Win XP or WIN7 is mandatory.
• Experience with Mobile Devices & Operations Systems (Blackberry, IOS v. 4 or better, Android) is beneficial