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I am Saurabh Kumar in the process of identifying excellent employee for our client's needs. Please review the requirement that I have posted below & let me know if you would like us to present your resume.
Job Title: Senior Technical Support/Service Desk
Location: Dallas, TX
Duration: 2 months Contract
Note: This will be part time role from 6AM-10AM CST, means 4 hours per day, 20 hours per week for initial 2 months.
Job Description:
Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA's
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1 troubleshooting mainly related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
Technical Skills:
Effective Business Communication
Strong time management
Communication in neutral or American accent over phone and grammar skills
Analytical skills
Ability to follow process and procedures. Escalate unknown issues or questions without delay
Prompt response to telephone calls, email, and instant message requests for technical support
Operating the computer, OS and Knowledge base navigation
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director
Proficient in MS Office 2013, 2016 and must have knowledge of O365
Must have worked on Windows 7 and Windows 10 support for laptops and desktops
Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
Knowledge of Wyse thin and zero client support, set up and connectivity
Supporting issues with Printer installations, HP Print and Scan via USB
Cisco VPN client support
Behavioral Skills:
Good in communication
Positive energy
Positive attitude
Self learner
Qualification:
Any Graduate + ITIL certified
Preferably A+ Certified
Should you be interested, please send me a copy of your resume in Word/PDF format along with the following details ASAP.
Full Name:
Current Location:
Work Authorization:
Salary / Rate expectation:
Thanks & Regards
Saurabh Kumar
InfiCare Technologies| 22375 Broderick Drive #225 Dulles VA 20166 |
703.652.4804 Direct | saurabh@infiCareTech.com
Staffing Services since 2001 MBE Certified
*Recipient of Annual si100 Award*
The annual si100 award is given to companies "which display the characteristics of long-term visibility, sustained growth, business focus, profitability and customer and employee value-creation. The esteemed list consists of companies that have made a mark in their area of expertise."
InfiCare Technologies
