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Help Desk Support
2 weeks ago
Contract
Austin, Texas, US

Job Description

Onsite from Day 1 in Austin, TX

This role serves as the in between, between engineers and support agents. Troubleshooting issues, working on requests that come in. 

 

 

Job Responsibilities: 

  • Provide operations and engineering teams support for tooling and infrastructure issues 
  • Ownership of tool escalations, including accurate triage, SLA management and task resolution 
  • Communicate issues and fixes to impacted teams 
  • Analyze common issues to identify root causes, find solutions and process improvements 
  • Manage and track issue volume, ensure adequate data & measurement 

 

Skills: 

  • Proficiency in analyzing data to detect trends and identify root causes 
  • General familiarity with technical terminology and engineering standards 
  • Ability to manage projects autonomously 
  • Organizational and process excellence 
  • Excellent written and verbal communication skills 
  • Escalations are created through tasks. Tableo unidash, SRT, internal diagnostic tools 
  • Issue reports will come into task cue tool. Act as Triage escalation point of contact to review and resolve. 

 

Ideal Background:  

  • Someone with tech support or prod support experience (preferred) 
  • Must be good at following set processes, a problem solver and someone good at fixing things. 
  • Must be a great communicator (will receive issue reports and will need to be able to comprehend and communicate well. 

 

Years of experience required: At least 2 Years of experience 

Key performance measurements: total volume of issues are tracked, will be measured on time to resolve, quality of service, etc,. feedback for future cases 

 

Job Requirements

help desk, Windows 10, active directory, Printer, laptop, Ticketing , troubleshoot, Tableo unidash, SRT, internal diagnostic, Triage

 

Job Code: 50170473

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Recruiter Namrata
Email
Phone +19252497510