Title: Helpdesk Support Technician -L2
Duration: 12 Months

Shift timings : 7 am - 4 pm or 3 pm - 12 mid night.
 
Location address
7000 Gateway boulevard, Newark CA, 94560.- Newark 

Requirements

• Active listening skills 
• Excellent communication and interpersonal skills. 
• Critical thinker; must be analytical and have strong problem-solving abilities 
• Ability to follow runbooks and SOPs  
• Must have a strong technical knowledge of Windows 10 and Mac OS, printers
• General understanding and troubleshooting skills with VoIP systems 
• Working knowledge of current operating systems and standards 
• L2 helpdesk or customer service experience preferably in an IT environment.
• Must be able to work PST hours and work flexible shifts to cover 24x7 helpdesk.

 
Responsibilities

• Creating customer incident in Service Desk.
• Ability to provide networking and WIFI support.
• Ability to assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Provide technical support to end users on a variety of issues.
• Identify, research and resolve technical problems.
• Respond to telephone calls, emails and personnel requests for technical support.
• Document, track and monitor the problem to ensure a timely resolution.

Regards,

Joseph Samuel
Resource Manager
MatchPoint Solutions | Office 310-961-4644| Email: joseph@matchpointsolutions.com