As a member of the Helpdesk Services team, you will be working alongside a dynamic group of professionals tackling a variety of challenging projects and tasks. You will be responsible for providing world-class customer support, providing front line support to the internal customer base, ensure proper resolution for cases, create and update technical and procedural documentation, analyze, research, and resolve complex issues leveraging a variety of different resources.
Manage Systems Administration Siebel Helpdesk ticket queue, ACD phone system, and walk ups providing world class tier 1 support.
Work and resolve cases in prompt time ensuring corporate SLAs are met.
Work with tier 2 and tier 3 support levels as needed and escalate tickets to appropriate teams. Report issues through appropriate channels for timely and effective escalation.
Verify status of open cases with ticket owners and communicate information to customers to ensure customer satisfaction.
Follow up with ticket owners to verify case status and to ensure SLAs are met.
Follow up with customer base to ensure satisfaction with recent cases.
Document case resolution within each ticket to and update Knowledgebase with new information.
Provides instructional training to new hires for system use and company policies.
Imaging and troubleshooting of PC, Servers, and Mac hardware.
Work with team members to monitor, patch, and review system performance and capacity. Follow up and remediation of antivirus and windows patches to verify installation and functionality.
Write clear and concise articles documenting procedures for troubleshooting and system management.
Run Weekly reports to gain insight of open cases, closed cases, customer trends, and ongoing concerns and provide to management.
Provide tier 1 support for corporate servers with basic troubleshooting and escalation as needed.
Should have experience in the following area:
Experience working off a helpdesk ticketing system and ACD phone environment.
Excellent communication skills and ability to work with all levels of employees.
A proven track record for ensuring user needs is met in a timely fashion.
Hardware knowledge involving desktops, laptops, printers, scanners, macs, and servers and the ability to troubleshoot issues.
Excellent troubleshooting skills with an intermediate to advanced level of knowledge in Windows XP, Mac OS, Ubuntu, MS Office Suite 2007/2010, Exchange Messaging, Blackberry, VPN, wireless, Antivirus, Spyware, and file and print services.
Conceptual understanding of TCP/IP, OSI model, cluster technologies, RAID, SAN, 802.1x,WiFi, Avaya phone system.
2-4 years experience working in a helpdesk role.
A person with the following qualities:
Candidates must be customer service oriented.
Must possess strong interpersonal and communication skills.
Strong analytical skills and attention to detail.
Process-oriented and be able to follow existing procedures and provide feedback for process refinement.
Excellent verbal and written communications skills.
A can-do and enthusiastic attitude toward work and customers.
Well organized self-starter who delivers assigned tasks on time while managing multiple tasks under minimal supervision in a fast-paced environment.
Additional desirable qualifications (Good to have):
Microsoft Active Directory, Exchange, SMS, DNS/DHCP
Professional certification: MCP, A+
Salary:Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - Application Programming, Maintenance
Keyskills:Siebel helpdesk, it helpdesk, Techincal Troubleshooting, helpdesk coordinator, technical helpdesk, helpdesk executive, helpdesk coordinator, ACD phone, Mac hardwar
Desired Candidate Profile
Education:(UG - B.Tech/B.E. - Any Specialization, Civil, Computers, Electrical, Electronics/Telecommunication) AND (PG - Any Postgraduate - Any Specialization, Post Graduation Not Required) AND ( Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required)
Please refer to the Job description above
Akamai® is the leading cloud platform for helping enterprises provide secure, high-performing user experiences on any device, anywhere. At the core of the Company's solutions is the Akamai Intelligent Platform™ providing extensive reach, coupled with unmatched reliability, security, visibility and expertise. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to securely leverage the cloud.
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