IT Support Technician

Cognizant Technology Solutions Corporation

Menlo Park, CA, United States

1 day ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Compensation

$63,000.0

Working hours

Regular working hours

Languages

English

Job source

www.techcareers.com

Tech stack

Microsoft Windows Macintosh Computers Apple IOS Linux Network Troubleshooting Network Architecture Remote Desktop Services Information Technology

Job description

The General IT Support Technician(L3) will be required to support each line of business on a dedicated, * Serve as the first point of contact for customers seeking technical assistance in person at walk-up support locations, over the phone,

remote connection software, chat, and email

Flexible, able to multitask, and prioritize reported issues
Provide a high level of customer service to users seeking problem resolution
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in internal ticketing systems
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Logistics responsibilities include providing overall management in daily administration, asset
Distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.
Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing

spaces and technical support of event spaces and events.

Proven experience in end-user network troubleshooting tools and practices, including basic understanding of network infrastructure
Act as the local escalation point for level 1 and level 2 technicians. Be a liaison for escalations to the local or regional FTE and cross[1]functional partners.

Requirements

Technical support professional with 5-7 years’ experience in the IT technical support field focused on end-user support

. Proven experience as a help desk technician or IT support technician

Excellent understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products

including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.

Ability to diagnose and resolve complex end-user technical issues
Proficiency in English, excellent task management, verbal, and written communication skills
Customer-oriented technical professional.