Service Desk Technician - Bilingual Manadarin/English

Logicalis Group; Northern (KY); Hybrid; USD 17,000 - 28,000; Full time

Job summary

Logicalis Group is seeking a Service Desk Technician fluent in Mandarin and English for a US virtual location. The role handles initial incident triage, documentation, and end-user request fulfillment within a Managed Services NOC.

Responsibilities include using ServiceNow for ticketing, escalating issues following ITIL processes, and maintaining knowledge of SLAs. The position requires strong communication and multitasking abilities, with certifications in Microsoft, Cisco, or CompTIA

Qualifications

• Associate degree or equivalent combination of education and experience.
• 1 year of experience in IT Service Desk functions.
• Experience with Windows XP/7/Server 2003/2008, VPN connectivity, backups, and networking.
• Proficient use of Microsoft products and operating systems.
• Certification in Microsoft, Cisco or CompTIA A+/Network+ is a plus.

Responsibilities

• Responds to and resolves customer issues using defined tools and procedures.
• Documents incidents and requests in ServiceNow for tracking and resolution.
• Escalates issues per escalation procedures.
• Communicates with customers, vendors and other support teams.
• May create technical/process documentation for troubleshooting.

Skills

Troubleshooting

ServiceNow

Nimsoft

Windows OS

Networking basics

VPN connectivity

Microsoft Office

Education

Associate degree

Tools

ServiceNow

Nimsoft

Job description

Service Desk Technician - Bilingual Manadarin/English page is loaded## Service Desk Technician - Bilingual Manadarin/Englishlocations: US Virtual Locationtime type: Full timeposted on: Posted Todayjob requisition id: JR05530**\\*This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST\\*****Summary**Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required.**Essential Duties and Responsibilities*** Responds and solves customer issues utilizing technology tools, procedures, and training.* Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.* Escalates issues in accordance with escalation procedures.* Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.* May create technical and process documentation for trouble shooting purposes.* Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.* Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).* Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.* Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.* Supports and conducts self in a manner consistent with customer service expectations.**Supervisory Responsibilities**This job has no supervisory responsibilities**Qualifications**To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**Education/Experience/Technical Requirements/Certifications**Equivalent combination accepted.**Education*** Associate degree in a related field.**Experience / Technical Requirements*** 1 year experience in the following:+ Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.+ Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.+ ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).* Proficient use of all Microsoft products and operating systems.**Certifications**Relative and current certifications to technologies listed such as:* Microsoft, Cisco or CompTIA A+ / CompTIA Network+**Other Skills and Abilities*** Strong troubleshooting and initiative skills.* Client service focus and excellent interpersonal skills.* Strong, clear communication skills - oral, written, and email.* Excels in ability to multi-task.* Works independently with minimal supervision.* Works well with team members and cross-departmentally.**Physical Demands**The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.**Hourly Compensation Range:** $16/hr to $20/hrLogicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world.Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience.As Architects of ChangeTM, Logicalis' focus is to design, support, and execute customers' digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability.Logicalis Group, with annual revenues of $ 1.5 billion annually, maintains operations in Europe, North America, Latin America, Asia Pacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $ 4.1 Billion.