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Job Details

Help Desk Technician

Fremont, CA

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Duties and Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Monitoring production and test environments (IT infrastructure)
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Ability to work with and overlook third parties
  • Detail oriented

Required Skills and Qualifications:

  • 5 years’ experience in customer communications, working with non-technical individuals in time sensitive situations, demonstrating positive and proactive attitude
  • Ability to solve basic to intermediate technical problems over the phone and using remote access tools.
  • Knowledge of Microsoft Windows Platforms (PC & Server) and Office Suite 2013, 2016 functionalities and problem solving
  • Experience with SharePoint and WordPress site setup (Intranet), permissions and general administration
  • Microsoft Exchange in Enterprise environment
  • Experience in PC/Laptop imaging, deployment and troubleshooting
  • Familiarity with client based VPN technologies and concepts
  • Ability to handle multiple and varied requests under pressure
  • Ability to work independently while taking direction from superiors, co-workers, and internal customers.
  • Knowledge of Microsoft Active Directory in Enterprise environment and Knowledge of PowerShell scripting
  • Knowledge of Cisco Networking and IPT structure – Call manager, Unity, Contact Center
  • Knowledge of Fortinet Infrastructure
  • Knowledge of VMWare and Veeam
  • Knowledge of iDRAC
  • Experience working with enterprise level Help Desk/IT ticketing systems to log incidents and service requests

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