4424 Technical Support Analyst

Location: Gilbert, AZ, United States
Date Posted: 05-11-2018
Our client is a leading, “global ten” provider of custom information technology, consulting and business process outsourcing services, and serves primarily Global 2000 companies. The firm employs more than 150,000 people and works with 805 active clients across banking & financial services, insurance, healthcare, life sciences, retail/consumer, manufacturing, energy, communications, and media. Since being spun-out as a public entity in 1998, the company has grown at an unprecedented rate, with anticipated revenue of >$8, making the fastest growing IT services company over the last 10 years, and certainly the most profitable now featuring a market capitalization greater than $18B. Client is a member of the NASDAQ-100 Index and the S&P 500 Index and part of “Fortune 500” list.
 
Essential Job Functions:
  • Logs incidents and request accurately
  • Provides first line investigation and diagnosis of incidents and requests
  • Troubleshoots moderate to complex issues and requests as they relate to client technologies
  • Troubleshoots the cause of problems, not just the symptoms, taking action to prevent problems from recurring
  • Resolves issues in the prescribed time limits; otherwise escalates to appropriate level 2 personnel and follows standard operating procedures as agreed upon with the client regarding ticket ownership
  • Participates in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
  • Adheres to corporate policies and defined service level agreements
  • Helps to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information
  • Reports status, issues, and timelines to management staff for critical issues being worked
  • Provides coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary
  • Participates in required training for both technical and interpersonal skill
Position Requirements:
  • Previous IT Call Center Experience
  • Familiarity with Microsoft Office
  • Solid working knowledge of the Windows Operating System, including but not limited to Windows XP and 7
  • Excellent communication skills, both written and oral
  • Superior problem solving and troubleshooting skills
If you bring willingness, flexibility and a desire to impress please apply now. 
  
Resource Manager:  Deepa
Email:  deepa@reqroute.com
Phone:   602-625-3427
 

 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)
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