Job Area; Information Technology Group, Information Technology Group > IT Support Analyst
Job Responsibilities
Candidate will be required to work different shifts Provide first-level technical support with an emphasis on customer service for PC, Linux, UNIX, networking, enterprise applications, and printer problems
Act as a central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software-based firewalls, virus scanning software for Qualcomm's employees worldwide
Answer incoming customer phone calls and e-mails while providing superior customer service
Responsible for the ownership of incident creation, resolution, and closure
Utilize current problem and knowledge management software by standard operating procedures to track all inbound calls, e-mails, and service requests
Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution
Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customer's issue
Utilize basic networking functions and support for e-mail clients is essential
Skills
Good verbal and written communications skills
Must be able to enunciate clearly over the telephone
Must be able to interpret a customers' needs, communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills, and the drive to assume more responsibilities
Minimum of two years practical experience in the computing industry and corporate service-desk computing environment
7/365 availability is required. 24x7 shift model
Good troubleshooting skills in Windows 10 O/S, MS Office tools, Mail Client (Outlook), Printers, and basic networking
Requires experience with two or more of the following: Windows-based OS's and basics of UNIX or Linux operating system
Preferred Qualifications
Bachelor’s Degree Required - IT related field/Masters degree in any stream
Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred and preferably in a Service Desk environment
1+ years experience in the operating system or software application troubleshooting (e.g., root cause analysis, debugging). 1+ years experience in IT or Engineering Support or related area.