Support Technician

• Location: Must work on site at the Folsom, CA office (255 Parkshore Dr, Folsom, CA 95630)

• Assignment term: 12 months

• Work hours/hours per week: 40 Regular hours per week

• Overtime: 0 of OT hours per week (estimate)

• Travel required: None

• Additional client background required: Yes - Candidate must pass the background check done by each customer we support.

• Security clearance required: N/A

• Shift Information:
• The support center operates 24/7/365. All holidays and weekends are worked.
• There are 3 shifts - Day (6:00 am to 2:30 pm), Swing (2:00 pm to 10:30 pm) and Graveyard (10:00pm to 6:30 am). All workers will work one shift for a three-month period and then rotate to another shift.
• Work weeks are either Tuesday-Saturday or Sunday-Thursday.

JOB DESCRIPTION

As part of the Client's Biometric Systems Hosted Services Support Center the selected candidate will have responsibilities including

• Phone Support receiving Customer and Biometric personnel support calls.
• Managing Customer and Biometric personnel support calls including
• Logging and support through trouble shooting or advising.
• Logging and escalating or routing call as required.
• Provide case status updates to Customer and Biometric personnel.
• Perform the installation, repair and preventative maintenance of computer and related systems.
• Assist in determining software to meet user requirements.
• Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals.
• Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Biometrics support systems.
• Provide Data Center support including
• Daily monitoring / checks.
• Logging of noted issues.
• Troubleshoot or assist in troubleshooting of data center related issues.
• The selected candidate will have strong communication skills and look forward to interacting with customer and Biometrics division personnel including
• Support Center Team members,
• Biometrics division engineering staff,
• Sales and marketing
• Management and Administrative.

MANDATORY SKILLS

• Knowledge on IT support center, process is required.
• Knowledge on software releases and deployment process required.
• Windows, Linux desktops and server trouble shooting.
• Cloud and DB - some work experience or understanding of technical aspects.
• Good communication (verbal & written)
• Customer facing/serving attitude

DESIRED SKILLS

• Knowledge on Kubernetes, pods, system alerts and logs preferred.
• Knowledge on azure and MFA is preferred.