L1 IT Analyst

Collabera2

Sparks, MD, United States permanent

Posted: November 12, 2015

Job Description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

 Independently resolve tickets within SLA

 Adheres to standard operating procedures / work instructions

 Follow the escalation process

 Follow the shift hand-over process

 Update worklogs

 Categorizes as per CTI as appropriate

 Update the knowledge base

 Coaching freshers to be independent

 Coaching analysts for correct routing of tickets, capturing critical information

 Technically upgrade across versions of environment when required

 Adhere to organization policies and procedures

 Complies to regulatory requirements

 Alert Monitoring and Ticket Monitoring

 Informing On - call support

 Opening Bridge Call

• At least 3 years of experience in the field or in a related area required

• Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, )

• Technicians should have good knowledge on Hands and Feet

• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)

• Strong Microsoft Operating System installation and troubleshooting skills

• MAC Operating System installation and troubleshooting skills

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

• Broad experience of IT with basic understanding of Networks, Servers and Telecoms

• Strong Customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivating

• Background security check required

• Experience including remote control of PC

To know more about this position please contact;

Elaine Locsin

973-867-0440

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