Back Office Technician (L2)

Job Description

Job Title: Back Office Technician (L2)

Location: South San Francisco, CA

Summary:

Respond to assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals at the customer’s location. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware.

Essential Duties and Responsibilities:

Support of PC & MAC Platforms & Operating Systems.

Involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s location.

Tech Refresh Program initiatives, including System Level Migrations, Data Migrations, Application Integration and Configuration on PC & MAC systems.

Work independently on assignments and report progress to your supervising manager.

Coordinate, manage and predict equipment and part needs

Facilitate 100% of closures for all requests within the CRM tool on the day they are resolved or fulfilled.

Manage to the details and notes utilizing multiple CRM Utilities, including but not limited to those supported by your employer or one of its customers (i.e., OPUS, ServiceNow, Google Docs)

Plus, if you are experienced with Google Suite of Applications, WebEx & MDM solutions, not mandatory

Education/Experience:

Professional experience supporting both PC and MAC Platforms and Operating Systems (60/40)

Customer Service and experience working directly with customers is a must.

Technical authorization with CompTIA and hold a current status of “A+ Authorized” is preferred.

Technical authorization with two or more of the following manufacturers: Apple Computer, Inc., Hewlett Packard LaserJet and Desk Jet printers, IBM laptop and desktop computers, HP Computers, Toshiba America, Apple Computers is preferred.

Requires a sound technical background with a minimum of 2-3 years of professional experience in a Service or IT environment.

Good interpersonal skills and organizational skills.

Troubleshooting and problem experience are helpful.

Excellent communication skills are a plus.

General knowledge of Microsoft Excel, Microsoft Word, and Microsoft Outlook is a plus.

5 years supporting one or more operating systems such as Mac OSX (Up to Mt. Lion), Win XP or WIN7 is mandatory.

Experience with Mobile Devices & Operations Systems (Blackberry, IOS v. 4 or better, Android) is beneficial