Technical Support Services

2 weeks ago

Union City, United States GroupA Full time

We are recruiting for an IT Support Technician to join our team in Union City, CA to be the first point of contact for the business partners of Enterprise Technology Partners (ETP). As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and company Values.


Responsibilities:

  • Provide Tier 1 and Tier 2 technical support
  • Receive, ticket, and route end user support issues
  • Document all support outcomes, including resolution and notes
  • Participate in updating service policies and procedures (where needed)
  • Assist with commercial and custom system testing and debugging (new releases, features, etc.)
  • Communicate status of issues to users (verbally or digitally)
  • Learn and develop expertise in in-scope applications
  • Provide the support to resolve incidents
  • Provide accurate and timely updates to work tickets, incidents, and outages
  • Develop a command of ITIL service management practices and customization made to company standards
  • Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
  • Maintain awareness of system environment to ensure the highest level of service and support to the organization
  • Support and maintain knowledgebase with current standards and resolution procedures
  • Participate in on call rotation


Requirements:

  • Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
  • 4+ years of experience providing Tier 1 and Tier 2 technical support, both hardware and software
  • 2+ years of experience imaging devices
  • 2+ years of experience managing tickets in ITSM tool
  • Experience with ServiceNow or other support management software
  • Experience with JAMF
  • Experience with networking
  • Familiarity with ITIL concepts
  • Experience with telecommunication system
  • Strong communications skills (written and verbal)
  • Demonstrated patience and empathy for user community
  • Ability to understand company application portfolio as well as how the different systems contribute to daily business operations
  • Possess entry level industry certification(s)e.g. CompTIA A+
  • Excellent verbal / written communication skills, strong attention to detail
  • Ability to analyze and solve problems, think outside of the box and grasp technical concepts

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