Service Desk Technician - Bilingual Mandarin/English

Аналитика рынка

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Бесплатно. Вход по почте.

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Описание

*This position requires that the candidate is fluent in Mandarin and English. You must be willing to work Sunday - Thursday, 9PM - 6 AM EST* Summary Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required. Essential Duties and Responsibilities 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 t

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