Job Title:
Sr. Technical Representative, Global Service Desk
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Onsite
Function: IT Global Service Desk (Location GGN / WAH)
Roles & Responsibilities:
- Initial assessment of reported incident or service request at Helpdesk
- Provides support for basic incidents reported via email, ticket or phone
- Follow triage for High Severity Incidents and start Sev1/2 ticket
- Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
- Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
- Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
- Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
- Asking questions about the problem and explaining possible solutions
- Dealing with common or basic technical issues
- Taking remote desktop to diagnose the root cause and provide fix
- Using automated diagnostic programs to solve network problems
- Updating knowledge bases with details of common problems
- Using helpdesk software to log calls with descriptions of issues, progress and solutions
- Adhere to response & resolution SLA’s
Desired Skills:
- Excellent verbal and written communication skills
- Working experience on BMC Remedy tool
- Should be willing to work in shifts (24*7)
- Overall, should be a good team player with willingness to learn and drive to achieve.
- ITIL certification (added advantage).
- Knowledge of SolarWinds monitoring tool (added advantage)
- Working experience into remote support tool (added advantage)
- Window OS & desktop troubleshooting knowledge
Qualification:
- Graduate with Diploma/Certificate in Information Technology
- Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)
- Certifications & Specializations
- ITIL V3 / ITIL Advanced
- Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference)
Experience:
- 3 to 5 years in industry
- 2 years’ working experience in IT Service Desk / Helpdesk
Level & Compensation:
- Band as per legal entity title
Location:
PHL Quezon City - Spark Place 10th Flr
Language Requirements:
Time Type:
Full time
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