Overview
On Site
Full Time
Job Details
Job Description
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Provides first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well.
JOB FUNCTIONS
Basic to moderate skill level troubleshooting of IT hardware within the site
Basic to moderate skill level troubleshooting of software used within the site
Compliance to all required security, patching and antivirus updates
Adherence to documented processes & procedures
After hours support will be needed to support outages, changes, and project work
Physical movement of devices is required
Escort of vendors & facilities contractors entering IT-only areas
JOB RESPONSIBILITIES
Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers
Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)
Must be able to image PCs using SCCM tool
Must be able to troubleshoot basic to moderately complex software issues within the site
Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10
Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates
Must respond to and complete IT help ticket in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor
Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind
Must complete site health checks as required
Must keep the EUS SharePoint site & other documentation updated
After hours/weekend/holiday support will be required for on call rotation, change request support and project request support
Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices
Must occasionally escort vendors or facilities into IT-only rooms
OTHER RELATED DUTIES
Complies with established policies and standards to ensure that access to company information and system resources, in any medium or format, is limited to authorized personnel.
JOB REQUIREMENTS
JOB REQUIREMENTS
Minimum Education and Experience:
Associate's Degree or equivalent experience/Certifications within area related to job function
2-3 years of related experience
Knowledge, Skills and Abilities:
Must possess excellent customer service skills
Must possess good communication skills - speak and write articulately
Must be professional in the event of an executive or client visit
Must be able to judge & communicate potential risks or issues as they arise - see something, say something
Must have a teamwork attitude
Must partner with other departments to establish a positive work environment
Must be able to work under pressure and adapt - short deadlines, late requests, new requirements
Must be able to accept and adapt to rapid change in the IT environment
Act with ownership, accountability, honesty and urgency
Equal Opportunity Employer - Veterans/Disabled
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Provides first-line entry level basic to moderate complexity support for IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well.
JOB FUNCTIONS
Basic to moderate skill level troubleshooting of IT hardware within the site
Basic to moderate skill level troubleshooting of software used within the site
Compliance to all required security, patching and antivirus updates
Adherence to documented processes & procedures
After hours support will be needed to support outages, changes, and project work
Physical movement of devices is required
Escort of vendors & facilities contractors entering IT-only areas
JOB RESPONSIBILITIES
Must be able to troubleshoot basic to moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers
Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)
Must be able to image PCs using SCCM tool
Must be able to troubleshoot basic to moderately complex software issues within the site
Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10
Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates
Must respond to and complete IT help ticket in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor
Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind
Must complete site health checks as required
Must keep the EUS SharePoint site & other documentation updated
After hours/weekend/holiday support will be required for on call rotation, change request support and project request support
Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices
Must occasionally escort vendors or facilities into IT-only rooms
OTHER RELATED DUTIES
Complies with established policies and standards to ensure that access to company information and system resources, in any medium or format, is limited to authorized personnel.
JOB REQUIREMENTS
JOB REQUIREMENTS
Minimum Education and Experience:
Associate's Degree or equivalent experience/Certifications within area related to job function
2-3 years of related experience
Knowledge, Skills and Abilities:
Must possess excellent customer service skills
Must possess good communication skills - speak and write articulately
Must be professional in the event of an executive or client visit
Must be able to judge & communicate potential risks or issues as they arise - see something, say something
Must have a teamwork attitude
Must partner with other departments to establish a positive work environment
Must be able to work under pressure and adapt - short deadlines, late requests, new requirements
Must be able to accept and adapt to rapid change in the IT environment
Act with ownership, accountability, honesty and urgency
Equal Opportunity Employer - Veterans/Disabled