Job Title:
IT Helpdesk technician
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-Remote
This position is for a fix term contract for 6 months
Job Description
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/Helix tool
- Should be willing to work in shifts
- Overall, should be a good team player with willingness to learn and drive to achieve.
- Spanish language proficiency verbal and writing.
Qualification:
- Graduate with Diploma/Certificate in Information Technology
- Fluently in Spanish
- Good understanding in English
- Certifications & Specializations
- ITIL V3 / ITIL Advanced
Experience:
- 1 to 3 years in industry
- 1 year working experience in IT Service Desk / Helpdesk
Location:
ESP Work-at-Home
Language Requirements:
Time Type:
Full time
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