Avis à candidature : IRC recrute un Technicien du centre de services en République de Corée.

 

 

 

 

 

Major Responsibilities:

Customer Service and Communication

  • Demonstrate an ability to communicate technical terms, IRC IT policies to end users in a service-oriented fashion; provide technical advice and guidance relative to problems involving technical user issues.
  • Provide exemplary customer service across all levels of the organization.
  • Exercise discretion and independent judgment to act upon urgent requests, such as immediate terminations, or security breach incidents.
  • Ability to effectively handle cyber security incidents and engage with InfoSec teams to ensure necessary attention to prevent further data loss or breach.
  • Ability to effectively collaborate with Global IT team…
  • Work with Business Relationship Management team to craft communication pertaining to outages or change in services that affects IT and/or staff globally.

Technical Skills

  • Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
  • End User Device administration/configuration/support/troubleshooting
  • Responsible for the implementation, installation, maintenance, and support of End User Infrastructure
  • Support equipment, software and connectivity for Windows workstations, PDAs, PCs Macintosh and printers, LAN, AV, Video conferencing, telephone.
  • Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems and escalate when necessary.
  • Design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
  • Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
  • Provide token support to Multifactor Authentication, VPN client based remote access, password/account recovery using SSO (Single Sign On) verification.
  • Provide troubleshooting for Microsoft office and other business applications.
  • Troubleshoot VPN connections, network printers, email setup, and connectivity issues and escalate tickets to tier 3 as needed.

Administrative Tasks & Record Keeping

  • Responsible for creating and validating new, updating and publishing existing business-facing and technical knowledge articles; work with Manager and Quality Analyst to establish quality control to ensure adoption and accuracy.
  • Ensure documentation of incidents by entering sufficient technician work notes in the tickets
  • Analyze service request/incident trends and common complaints and problems, and serve as escalation point to provide the resolution of various service problems within SLA; anticipate potential problems to identify and deliver new solutions for proactive resolution and process improvement
  • Manage IT inventory, licenses, services, and support incidents; log real time written journal entries documenting actions taken on all ticket requests.
  • Supervise the prioritization of tickets, queue management, scheduling, and resource planning as per Service Desk Manager.

Mentoring / Management

  • Mentor and supervise less-experienced staff with responsibility for their technical development, including internship programs.
  • Provide statistical and performance feedback and coaching on a regular basis to team members.
  • Participate in Performance Management Reviews and report any trend of common issues that may require creation of a Problem ticket.

Job Requirements:

Education: College degree or equivalent certification: A+ Certification, Network+ (CompTIA), Active Directory and ADManager Plus, PowerShell, Network experience (TCP/IP, DNS, DHCP, VPN etc.), Office 365, Sophos, Proofpoint, MS phones, MS Intune Management, ITIL, SCCM

Work Experience:

  • At least 3 years of experience in help desk/desktop support role
  • Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
  • Strong organizational skills, able to prioritize and multitask.
  • Strong interpersonal skills and customer service skills.
  • Ability to work collaboratively in a team environment.
  • Must be dependable and have excellent written and verbal communication skills.
  • Ability to interact with various levels of employees throughout the organization, VIP support included.
  • Ability to relay technical information to non-technical business units.
  • Strong documentation skills.

Application process

Closing date : 30