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SMC Incident Analyst
Posted: 06/24/2024
2024-06-24
2024-08-10
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:
Requirements:
Technical Skills:
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.
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Ready to take the next step in your career? Check out our job opportunities in the vibrant area of Doral, Florida. Located in Miami-Dade County, Doral offers a unique blend of cultural diversity, bustling business districts, and stunning parks like Doral Central Park and Trails & Tails Park. Known for its mouthwatering Latin cuisine and proximity to the Everglades, Doral is a melting pot of art, culture, and outdoor adventures. With attractions like the Doral Central Park Art Gallery and the Carnival Center for the Performing Arts nearby, as well as the renowned Trump National Doral Miami, this city is the perfect place to grow both personally and professionally. Explore our listings today and discover why Doral, FL is the ideal location to kickstart your career journey.