This position is required to work the AMER Shift hours should be 5:00 AM to 6:00 PM PST ( This may change according to business need)
In this role, you will provide remote and local IT support by troubleshooting, diagnosing, installing and configuring a variety of hardware and software. You will also assist in application support issues, such as access provisioning and various app configuration changes. As an Techforce Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. This position requires an outgoing person with excellent communications skills who enjoys helping people and working in a team environment.
Provide excellent customer service and diffuse heightened end-user sensitivity.
Ability to communicate technical information to both technical and non-technical personnel.
Resolve user issues submitted via ticketing system, phone, chat, and email.
Uses troubleshooting skills and experience to resolve many issues immediately.
Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to users
Track all requests using case management application.
Satisfactorily complete a minimum number of tickets/period based upon group standards while maintaining satisfactory customer feedback.
Actively participate in ongoing training of peers and on-boarding of new team members
Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.
User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.
TCP/IP networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.
Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Gapps, Browsers, ).
FTP and Web Services Integrations.
Understanding and adhering to security policies and corporate best practices.
Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.
Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
Maintain and demonstrate 100% compliance with all written security policies, SOX procedures and change management controls
Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.
Training team members in formal and informal settings.
Customer and technical support processes.
Accounting and financial processes
ITIL and Software Release Management processes and practices with internal and external partners.
Current knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends
Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
Understanding of business processes and ability to translate business requirements into application functionality
Excellent verbal and written technical documentation skills
Strong team player with service-oriented attitude and customer focus
Strong research and problem solving abilities are required
Must be a go-getter and salesforce enthusiast who thrives on working in a fast-paced environment
2 years of experience in a desktop support function at a large enterprise
1-3 years previous Salesforce administration experience with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance
Polycom and Video Conferencing solutions experience
Linux support experience
Knowledge of Cisco software and hardware
Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
Role: Technical Support Analyst
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