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Support Desk Coordinator

Company:
iSpace, Inc
Location:
Torrance, California, United States
Posted:
November 06, 2018

Description:

Position: Support Desk Coordinator

Location: Torrance CA

Duration: 6+ Months

Job Description

• Diagnose and resolve basic problems in the area of hardware, applications and operating systems

• Assists callers with connectivity problems in a network environment

• Takes necessary steps to resolve problems and prevent them from recurring

• Escalates problems to next level of support as directed by client

• Answer and attempt to resolve service requests related to supported applications, networks and hardware

• Respond to problems that come to Technical Support for the client's user community

• Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered into the tracking system,

• Follow up with customer to ensure problems are resolved satisfactorily

• Informs peers/managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects

Academic/Experience/Competency

• Degree in Information Systems, or related field, or equivalent work experience.

• Basic working knowledge to follow operations, problem management and escalation procedures

• Basic ability to use software applications i.e. Remedy, Active Directory, PeopleSoft, billing and monitoring systems

• Basic knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol

• Basic knowledge in a variety of PC software programs, remote tools

• Basic knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400

Business Experience

• 0 to 1 years Help desk experience

• Able to work shifts in 24X7 call environment

Daily Tasks Performed

• Provide support for Digital Platform systems by monitoring systems health and trouble-shoot/triage system outages

• Debug Application software including log parsing, and troubleshooting across multiple components on multiple servers

• Configure, troubleshoot and support applications, perform services restarts when required

• Perform trouble-shooting and assistance to customers/users for using Digital Platform applications, trouble shoot access issues

• Accurately document procedures, configurations, trouble descriptions and problem resolution

• Work with and provide support to developers to implement solutions as needed, release code, and creatively solve problems

• Respond to alerts in a timely fashion, escalate issues as needed

• Maintain systems up-time of 99.99%

Wants

• Experience working with Windows and Unix environments

• Experience running simple SQL queries with SQL Server or Oracle Database

• JIRA and Confluence Experience or similar ticketing and collaboration tools

• Experience with best practices for change management and code releases. Some exposure to continuous integration and related technologies beneficial