Logicalis, Inc.

*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 processes in...

*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...

*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...