Service Desk Technician - Bilingual Mandarin/English

Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required., * Responds and solves customer issues utilizing technology tools, procedures, and training.

• Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment.
• Escalates issues in accordance with escalation procedures.
• Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis.
• May create technical and process documentation for trouble shooting purposes.
• Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages.
• Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization’s values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST, To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Associate degree in a related field., * 1 year experience in the following:

• Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
• Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
• ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
• Proficient use of all Microsoft products and operating systems.

Certifications

Relative and current certifications to technologies listed such as:

• Microsoft, Cisco or CompTIA A+ / CompTIA Network+

Other Skills and Abilities

• Strong troubleshooting and initiative skills.
• Client service focus and excellent interpersonal skills.
• Strong, clear communication skills - oral, written, and email.
• Excels in ability to multi-task.
• Works independently with minimal supervision.
• Works well with team members and cross-departmentally.