Help Desk

3 weeks ago


Minneapolis, United States Collabera Full time
Job DescriptionJob Description

What Will You Do?

  • Respond quickly and effectively to escalated 3rd level technical issues in accordance with call center procedures
  • Final escalation person. Must have technical expertise to effectively resolve technical issues to efficiently meet customer needs
  • Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with 3rd level support, as required
  • Conduct 3rd level computer diagnostics to investigate problems
  • Update technical manuals. Develop training materials and operating procedures in the proper use of hardware or software
  • May research technical documents and feature lists
  • Act as a subject matter expert and point of escalation for lower level technicians on Win-dows 7; Peregrine tickets; Service Manager among other technology
  • Make recommendations for hardware/software upgrades etc. which are applicable to the client technical environment/direction

What Do You Need to Succeed?

Must-have:

  • Certification, college degree or BA in Technology, Computer Science or equivalent training
  • 5-9 years experience in computer customer service
  • 5-9 years in a call center environment
  • Hands-on experience in the troubleshooting and break/fix of applications and/or hardware

Nice-to-have:

  • MCP (MS Certified Professional)
  • MCSA (MS Certified Systems Administrator)

Skills & Competencies:

  • Knowledge and experience on call center management system
  • Expert knowledge of Win-dows XP/VISTA/2000 and LAN/WAN environment
  • Familiarity with MS Office Suite, Blackberry, and MS Outlook
  • Expert knowledge of processors, electronic equipment and computer hardware and software
  • Expert knowledge of industry standard hardware/software
  • Hands-on experience in troubleshooting and break/fix of applications and/or hardware
  • Expert ability to comprehend specialized technical documentation and apply knowledge to resolve technical issues
Company DescriptionCollabera is a Global Digital Solutions Company providing Software Engineering Solutions for the world's most tech-forward organizations in the areas of Engineering, Cloud and Data/AI. With its roots serving the engineering needs of the world's most recognized businesses in Technology, Financial Services, Telecom and Healthcare, Collabera today operates across 60 locations in 11 countries, serves 30% of the Fortune 500, and has exceeded the industry growth rate by 3-4x for several years.Company DescriptionCollabera is a Global Digital Solutions Company providing Software Engineering Solutions for the world's most tech-forward organizations in the areas of Engineering, Cloud and Data/AI. With its roots serving the engineering needs of the world's most recognized businesses in Technology, Financial Services, Telecom and Healthcare, Collabera today operates across 60 locations in 11 countries, serves 30% of the Fortune 500, and has exceeded the industry growth rate by 3-4x for several years.
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