Redolent Infotech Pvt. Ltd.
HelpDesk-System Tech
Redolent Infotech Pvt. Ltd., San Bruno, California, United States, 94066
HelpDesk-System Tech @ San Bruno, CA
TITLE: HelpDesk-System Tech
LOCATION: San Bruno, CA
Duration: 6 to 12+ Months
Rate: DOE
Description:
Responsibilities:
Ability to support customers via remote assistance, phone, walkups, chat proficiently. Proactively respond to incidents and technical service requests as they arise. Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices, and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar). Diagnose hardware issues and replace faulty components. Troubleshoot and resolve issues related to software and hardware compatibility. Track requests, issues, and solutions using ServiceNow. Take ownership of tickets and communicate progress with customers in a timely manner. Maintain a high degree of customer service for all support requests and incidents. Manage user and computer accounts using Microsoft Active Directory. Provide customer service and address customer issues by resolving complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
Additional job responsibilities assigned by manager
Required Qualifications:
Associate degree/Bachelor’s degree preferred or equivalent experience. 2+ years in a technical support role. 3+ years supporting Windows and macOS hardware and software. Excellent communication and troubleshooting skills. Ability to multi-task, prioritize, and handle pressures well in a fast-paced, team environment. Excellent customer service. Excellent written and verbal communication skills. Strong technical, analytical, and problem-solving skills. Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting. Knowledge of Active Directory users and groups.
Preferred Qualifications:
Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS. Microsoft certification is a PLUS. Experience with security tools like Symantec and McAfee.
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Ability to support customers via remote assistance, phone, walkups, chat proficiently. Proactively respond to incidents and technical service requests as they arise. Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices, and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar). Diagnose hardware issues and replace faulty components. Troubleshoot and resolve issues related to software and hardware compatibility. Track requests, issues, and solutions using ServiceNow. Take ownership of tickets and communicate progress with customers in a timely manner. Maintain a high degree of customer service for all support requests and incidents. Manage user and computer accounts using Microsoft Active Directory. Provide customer service and address customer issues by resolving complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
Additional job responsibilities assigned by manager
Required Qualifications:
Associate degree/Bachelor’s degree preferred or equivalent experience. 2+ years in a technical support role. 3+ years supporting Windows and macOS hardware and software. Excellent communication and troubleshooting skills. Ability to multi-task, prioritize, and handle pressures well in a fast-paced, team environment. Excellent customer service. Excellent written and verbal communication skills. Strong technical, analytical, and problem-solving skills. Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting. Knowledge of Active Directory users and groups.
Preferred Qualifications:
Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS. Microsoft certification is a PLUS. Experience with security tools like Symantec and McAfee.
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