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IT Network Engineer for General IT Support Services

IT Network Engineer for General IT Support Services

Jacksonville, FL

On-site IT Services 

 

Requirements:

- 1 - 3 years helpdesk type support experience within a fast paced environment.

- Associates Degree in Information Technology or Business related field or equivalent work experience

- Must have excellent English oral and written communication skills

- Must be able to pass a background check & drug screening test.

- No Visa Restrictions as long as you are legal to work within the US.


Job Description:

- Jacksonville On-site IT Services

- Help Desk Support Activities:

- Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s.

- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

- Update users about request status and close request when users are satisfied with solutions.

- Level 1 to L1.5 troubleshooting mainly related to desktop/OS, mainstream & custom applications.

 

Roles & Responsibilities:

- Ensure adherence to client process/policies.

- Experience with ServiceNow ticketing system a big plus.

- Log Incident/Request Tickets with complete information.

- Respond to all incidents and service requests.

- Coordinate with client IT support team for update on tasks assigned.

- Perform daily/weekly/monthly scheduled reporting tasks.

- Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution.

- Perform warm shift handover with engineers along with the shift SPOC (single point-of-contact).

- Check schedule for maintenances and consult with the SPOC.

- Communication in neutral accent over phone.

- Use of Ticketing tool.

- Account Management / Password reset.

- Active listening and probing skills.

- Level 1 and 1.5 technical troubleshooting

 

If your skillset and experience coincide with the job requirements, you are passionate about IT and have a positive disposition towards life, please submit your resume for immediate consideration.

 

Thank you.

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