Concentrix

About Concentrix

Concentrix brings collaboration, strategy and execution together to solve problems and improve your business outcomes across all facets of the enterprise. We are a global provider of business services.
Job Category:

Other

Country:

United States

Approximate Salary:

Not Specified

Position Type:

Full Time

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Help Desk Support Tier I

Concentrix - Greenspring Drive, Maryland

Posted: 11/1/2018

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

We're committed to bringing passion and customer focus to the business.

Help Desk Support Technician I

POSITION PURPOSE:

The Help Desk Technician I is a member the Service Desk team. This team handles all incident-based customer support requests for ITaaS products and select ITaaS customer projects. The Help Desk Technician I primarily handles front line incident-based support, but may also be directly assigned project related tickets based on the complexity and priority of the request, or as ITaaS workload dictates. This position escalates issues to the Team Lead, MSP Service Desk and secondarily to the Manager, MSP Service Desk when additional technical assistance is required. The Help Desk Technician I interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition to owning and ensuring that support requests are resolved properly the first time, the Help Desk Technician I is also responsible for meeting ITaaS SLA’s.

MAJOR RESPONSIBILITIES:

  • Incident-based Issue Resolution
  • Resolve assigned customer technical issues
  • Escalate as required, within a proper time frame
  • Meet SLA’s
  • Communicate to customers clearly, effectively and professionally
  • Monitor the progress of trouble tickets to ensure that all tickets reach final resolution and that end users receive appropriate communication
  • Effectively probes customers in order retrieve the actual problem or the underlying cause of a problem
  • Participate in On-Call/After Hours Rotation
  • Provide support and assistance to the System Administration and Engineering team with the delivery of customer communication, support and systems maintenance

MINIMUM QUALIFICATIONS:

  • Desire to work in a fast-paced environment within the technology sector
  • Ability to prioritize and multitask work to ensure that time frames are met

SPECIAL SKILLS REQUIRED:

  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
  • Proficiency with troubleshooting shared network peripherals (Printers, Scanners, ETC.)
  • Proficiency with Windows Desktop Administration within a Windows Active Directory environment; Windows 7, 8, 10
  • Centrally managed Anti-Virus Administration
  • Centrally managed cloud backup software

SPECIAL SKILLS DESIRED: 

  • Proficiency with computer networking, including switches, SMB routers and wireless access points
  • Proficiency with virtual desktop administration preferably using VMware Horizon View
  • Proficiency with Office 365 application administration
  • Microsoft Azure experience desired*
  • Microsoft Group Policy object administration desired*
  • Centrally managed Anti-Spam Administration
  • Centrally managed cloud backup software

Please send resumes to: Arika.Aerts@concentrix.com 

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Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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