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Technician
4 weeks ago
Technician
Farmers Branch, TX (onsite)
5+Month Contract
Overview
The Technician is the first point of contact for ETP business partners. This role involves answering calls, processing emails and web tickets, and tracking information in the ITSM tool. Responsibilities include handling software, hardware, network, telecommunication systems, and basic desktop support. The Technician identifies issues, escalates as needed, provides remedies, resolves problems, and may install software, updates, and upgrades.
Responsibilities
- Participate in on-call rotation
- Provide updates to work tickets, incidents, and outages
- Master ITIL service management practices and SGWS standards
- Develop expertise in supported applications and platforms
- Receive, ticket, and route end user support issues
- Complete issue resolution and document outcomes
- Update service policies and procedures
- Assist with system testing and debugging
- Communicate issue status to users
- Maintain awareness of SGWS system environment
- Support and maintain knowledgebase
Requirements
- Bachelor s or Technical Degree (computer science, information systems, software engineering, or related field)
- Strong communication skills
- Patience and empathy for users
- Ability to follow instructions and solve problems
- Strong networking and time management skills
- Results-driven, collaborative, and critical thinker
- Ability to work in a team and independently
- Understanding of SGWS s application portfolio
Preferred Qualifications
- Entry-level industry certifications
- Strong attention to detail and ability to understand technical concepts
- Familiarity with ITIL concepts
- Experience with ServiceNow or other support management software
- Experience with Telephony tools
Specialized Skills and Technologies
- Refer to Position Level Job Description for specific requirements
Physical Demands
- Refer to Position Level Job Description for specific requirements
Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.
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