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SMC Incident Analyst

Doral, FL 33172

Posted: 06/24/2024 Employment Type: Contract Industry: Information Technology Job Number: AR919812524 Pay Rate: $18 / hour

Job Description

About the client:Our client is a global telecommunications company with operations out of Doral, FL. With a commitment to pushing the boundaries of connectivity and communication technology, our client stands at the forefront of shaping the digital landscape worldwide. They have built a reputation for excellence in delivering reliable, high-speed solutions that empower businesses across the globe. Our client is committed to providing unparalleled service and support, ensuring that every interaction leaves a lasting impression. If you're ready to be part of a team that's shaping the future of telecommunications, then look no further.
About the Role:
Our client is seeking an IT Support Specialist to provide remote assistance and phone support to their customers. The ideal candidate will possess strong technical skills, excellent communication abilities, and a commitment to delivering outstanding customer service. This role involves troubleshooting software and hardware issues, documenting actions in our Helpdesk ticketing system, and adhering to service level agreements (SLAs).

Responsibilities:
  • Assist users with the installation, configuration, and usability of desktop computers, peripherals, and software.
  • Provide support for desktop computers, mobile devices, peripherals, software, and networks.
  • Offer remote connection support to end-users.
  • Train and orient staff on hardware and software usage.
  • Track tickets until final resolution, including Incident & Change tickets.
  • Prepare status reports and recap emails as necessary.
  • Attend group and general staff meetings.
  • Create procedures documents and document standards and procedures.
  • Work with vendor support contacts to resolve technical problems.
  • Utilize monitoring tools to track events affecting managed environments.
  • Assist the backup engineering team with monitoring and daily management of environments.
  • Perform scheduled and unscheduled hands-on tasks as needed.

Requirements:
  • Minimum of 1-year call center/support center experience preferred.
  • Willingness to learn new technologies.
  • Excellent verbal and written communication skills in English and Spanish.
  • Strong client interaction and customer service skills.
  • Ability to work flexible hours, including nights, weekends, and holidays.
  • Technical problem-solving skills with adherence to established procedures.
  • Ability to work remotely for approximately 50% of the time.
  • Ability to function autonomously and under stressful conditions.
  • Detail-oriented.

Technical Skills:
  • Knowledge of Virtualization Environment and Infrastructure (Cloud Computing).
  • Familiarity with management applications like BMC (Remedy), CA Spectrum, Siebel, Solarwinds, Netcool, etc., is a plus.
  • ITIL Certifications Foundation/Service a plus.
  • CompTIA Certifications (A+).
  • Microsoft Certifications.
  • Experience in the telecommunications and/or Information Technology industry is preferable.
  • Experience working in a Call Center and/or data center environment is preferable.

Meet Your Recruiter

Alexis Rodriguez
Talent Acquisition Manager

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About Doral, FL

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