24/7 1st Line Technical Support (12-hour shifts)

Ingrammicro; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Медицинская страховка

Страхование жизни

Питание и транспорт

Программы благополучия и multisport

Рекомендации и бонус за привлечение

Бесплатный доступ к LinkedIn Learning

Гибридная работа

Современный офис и бесплатные напитки

Скидки на товары

Job summary

Ingram Micro ищет сотрудника на первую линию технической поддержки для обслуживания международной клиентской базы. Вы будете регистрировать инциденты, проводить первичную диагностику и взаимодействовать с внешними командами и 3‑ми сторонами для быстрого разрешения запросов.

Требуется опыт в поддержке, знание ITIL и английский язык на отличном уровне; работа в гибридном формате с возможностью удаленной и оффисной работ.

Qualifications

• Университетское образование в области информационных систем, компьютерных наук или схожей области.
• 1+ год опыта в службе поддержки/контакт-центре/хелпдеске.
• Навыки владения MS Office и знание ITSM-инструментов.
• Знание CCENT и/или Network+.
• Опыт диагностики неисправностей и выполнения запросов.
• Знания ITIL Foundation.
• Опыт работы в многонациональной среде.
• Отличное владение английским языком, устно и письменно.

Responsibilities

• Предоставлять первую линию технической поддержки клиентам across an international base.
• Вести расследование и диагностику с использованием утвержденных инструментов и процедур.
• Резолвить/выполнить инциденты и запросы в рамках зоны ответственности.
• Эскалировать технические вопросы при необходимости следующему уровню команды.
• Взаимодействовать с внешней поддержкой и 3‑ми сторонами по мере надобности.
• Взять на себя становление инцидентов от создания до закрытия и сообщать клиентам об прогрессе.

Skills

MS Office

ITSM tools

CCENT

Network+

Troubleshooting

ITIL Foundation

English proficiency

Multicultural experience

Education

Университетская степень в области информационных систем/компьютерных наук

Tools

Meraki/Aruba

Microsoft Teams

Job description

Описание

It's fun to work in a company where people truly BELIEVE in what they're doing!

Задачи

• Provide first line technical support to Comms-care clients across an international base. Log all relevant incident/service request details, allocating categorization and prioritization codes.
• Provide first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolve/fulfill incidents/service requests that are in scope.
• Technical Escalations – escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or Vendor support contracts.
• Engage and arrange external technical and non-technical support where smart hands are required on-site.
• Follow-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Own incidents/requests from ticket creation to resolution/fulfilment/closure.
• Close all resolved/fulfilled incidents/requests and other queries.
• Communicate with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
• Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.

Benefits

• Competitive salary & Bonus system
• Additional health insurance and Life Insurance
• Food vouchers & Transport Allowance
• Well-being Program & Multisport card
• Referral and baby bonus
• Paid holiday days increasing in time
• Language courses
• Free access to LinkedIn Learning Platform
• Great career growth and development opportunities
• Hybrid type of work
• Modern office space with free coffee and hot beverages
• Company discounts
• Recognition awards

Требования

• University degree in Information Systems, Computer Science or similar background
• 1+ year experience in Customer Service/Contact Centre/Help Desk/Service Desk role.
• Advanced Skills in MS Office & awareness of ITSM tools.
• CCENT knowledge, Network+ or equivalent.
• Experience in fault diagnosis/troubleshooting and fulfilling requests.
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations.
• Awareness/understanding of switching / Routing and Wi-Fi (Meraki/Aruba) technologies would be considered an advantage.
• Awareness/understanding of Unified Conferencing products (video, Teams) (desirable) would be considered an advantage.
• Awareness/understanding of Microsoft products would be considered an advantage.
• ITIL Foundation would be considered an advantage.
• Experience working in a multi-cultural/international environment.
• Excellent English verbal and written.

Условия

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.