IS&T EP&S - 135696

Position: IS&T EP&S - 135696
Location: Cupertino, California
Duration: Contract
Job ID: 168995

Job Overview:
This is a new service that may continue into FY26. The role involves providing on-site technical support to employees and contractors, ensuring a high level of customer service and professionalism. The position requires diagnosing and troubleshooting technical issues, documenting resolutions, and advocating for the customer throughout the support process. Training on company policies and procedures will be provided.

Responsibilities:

• Provide technical support to employees and contractors in person.
• Deliver exceptional customer service and professionalism in line with company policies and expectations.
• Diagnose and troubleshoot technical issues according to company standards.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Advocate for the customer by owning the issue and facilitating support from initial contact to resolution.
• Escalate unresolved complex issues to appropriate support teams.

Qualifications:

• Excellent customer service skills.
• Strong troubleshooting and problem resolution skills with the ability to diagnose issues without scripted documentation.
• Excellent oral and written communication skills in English.
• Strong time management and multitasking abilities.
• Flexibility and adaptability to thrive in a dynamic and demanding environment.
• Ability to maintain composure and customer-service focus in stressful situations.
• Motivation and ability to work as part of a distributed team.
• Conceptual understanding of IP networking and basic network troubleshooting skills.
• Conceptual understanding of multi-tiered and web-based information systems architecture.
• Experience providing hardware and software technical support for Macs, iOS devices, client Watch, and Client
• Experience troubleshooting macOS and iOS operating systems.
• Experience using an IT service management or CRM system for tracking technical support cases.
• Experience using a knowledge base system.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup.

Pay Range: $70 - $75

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at +1 . To report any concerns, please email us at ```

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