Technical Support Services - Union City, United States - GroupA

GroupA Union City, United States

3 weeks ago

Description

We are recruiting for an IT Support Technician to join our team in Union City, CA to be the first point of contact for the business partners of Enterprise Technology Partners (ETP). As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and company Values.

Responsibilities:

Provide Tier 1 and Tier 2 technical support
Receive, ticket, and route end user support issues
Document all support outcomes, including resolution and notes
Participate in updating service policies and procedures (where needed)
Assist with commercial and custom system testing and debugging (new releases, features, etc.)
Communicate status of issues to users (verbally or digitally)
Learn and develop expertise in in-scope applications
Provide the support to resolve incidents
Provide accurate and timely updates to work tickets, incidents, and outages
Develop a command of ITIL service management practices and customization made to company standards
Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
Maintain awareness of system environment to ensure the highest level of service and support to the organization
Support and maintain knowledgebase with current standards and resolution procedures
Participate in on call rotation

Requirements:

Bachelor's or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
4+ years of experience providing Tier 1 and Tier 2 technical support, both hardware and software
2+ years of experience imaging devices
2+ years of experience managing tickets in ITSM tool
Experience with ServiceNow or other support management software
Experience with JAMF
Experience with networking
Familiarity with ITIL concepts
Experience with telecommunication system
Strong communications skills (written and verbal)
Demonstrated patience and empathy for user community
Ability to understand company application portfolio as well as how the different systems contribute to daily business operations
Possess entry level industry certification(s)e.g. CompTIA A+
Excellent verbal / written communication skills, strong attention to detail
Ability to analyze and solve problems, think outside of the box and grasp technical concepts

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