IT Support Specialist
hace 1 semana
About OTSI
OTSI is a leading global technology company offering innovative solutions, expert consulting, and managed services to businesses worldwide since 1999. With a strong presence in North America, Central America, and Asia-Pacific, we provide our clients with a unique 'Follow-the-Sun' model.
Headquartered in Overland Park, Kansas, we have 15 offices across 6 countries, serving clients from these locations with 24/7 support. Our team works closely with 100+ enterprise customers, many of which are Fortune-ranked companies, focusing on industry segments such as Banking, Financial Services & Insurance, Healthcare & Life Sciences, Energy & Utilities, Communications & Media Entertainment, Engineering & Telecom, Retail & Consumer Services, Hi-tech, Manufacturing, and Government.
We offer specialized technologies including:
- Data & Analytics (Traditional EDW, BI, Big Data, Data Engineering, Data Management, Data Modernization, Data Insights)
- Digital Transformation (Cloud Computing, Mobility, Microservices, RPA, DevOps)
- QA & Automation (Manual Testing, Non-functional testing, Test Automation, Digital Testing)
- Enterprise Applications (SAP, Java Full Stack, Microsoft, Custom Development)
- Disruptive Technologies (Edge Computing/IoT, Blockchain, AR/VR, Biometric)
Key Responsibilities
- IDentify hardware and software needs of each user's computers and take measures to meet those needs.
- Aid in customizing and adapting existing programs on a computer system to meet the needs of the users.
- Troubleshoot problems with hardware and software on tier 1.
- Provide users with network access according to instructions provided by management.
- Reinforce SLAs to manage end-user expectations.
- Handle computer security breaches by following standardized procedures.
- Monitor the Service Desk queue and keep it aligned with the SLA.
- Assist customers and users with their hardware issues over the telephone or face-to-face.
- Train users to handle information technology equipment by providing precise instructions.
- Provide training to users in the event of a new technology module.
- Provide new users with orientation of existing technology and respond to questions from users.
- Follow standard and IT procedures & policies.
- Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
- Ensure that supported customer accurately completes the approved work request with the date and time of submission.
- The Service Desk Agent must ensure the support team members close out their work orders properly.
- Perform post-resolution follow-ups to help requests.
- Bring traceability to tickets opened by Service Desk tool.
Requirements
- Bilingual (English/Spanish)
- Advanced Student on BSc/BA in Information Technology or equivalent
- Experience performing enterprise and/or client/server support
- Experience on ITIL Framework (nice to have)
- Experience on management and Service Desk support (nice to have)
- Basic understanding of TCP/IP protocols and LAN/WAN, VPN, ADSL basic configuration
- Knowledge on DHCP, DNS, and Web service
- Ability to troubleshoot and repair issues, root cause analysis, and problem-solving
- Strong experience on tier 1 support
- Knowledge on Collaboration suites and Office packages
- Strong skills managing critical situations and prioritization
- High interpersonal skills, with a focus on listening and questioning skills
- Active Directory experience is a must
Job Information
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