Logicalis, Inc.
Beachwood, OH
*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...