*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 place for each customer when working to resolve customer requests or outages.
* Maintains current knowledge of core service offerings and Service Level Agreements (SLAs).
* Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
* Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
* Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
This job has no supervisory responsibilities
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent combination accepted.
Education
* Associate degree in a related field.
Experience / Technical Requirements
* 1 year experience in the following:
* Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge.
* Server/PC operating system support, specifically Windows XP, 7, Server 2003 and 2008, VPN connectivity, backup solutions, and networking knowledge.
* ServiceNow (or similar ticketing system tool) and Nimsoft (or a similar IT monitoring system tool).
* Proficient use of all Microsoft products and operating systems.
Certifications
Relative and current certifications to technologies listed such as:
* Microsoft, Cisco or CompTIA A+ / CompTIA Network+
Other Skills and Abilities
* Strong troubleshooting and initiative skills.
* Client service focus and excellent interpersonal skills.
* Strong, clear communication skills - oral, written, and email.
* Excels in ab