Service Desk L2

Company Overview:

When it comes to IT solution providers there are a lot of choices. But when it comes to providers with innovative and differentiating endtoend service offerings theres really only one: Zones First Choice for IT.TM

Zones is a Global Solution Provider of endtoend IT solutions with an unmatched supply chain. Positioned to be the IT partner you need Zones a Minority Business Enterprise (MBE) in business for over 35 years specializes in Digital Workplace Cloud & Data Center Networking Security and Managed/Professional/Staffing services. Operating in more than 120 countries leveraging a robust portfolio and utilizing the highest certification levels from key partners including Microsoft Apple Cisco Lenovo Adobe and more Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need they can Consider IT Done. Follow Zones LLC on Twitter @Zones and LinkedIn and Facebook.

Position Overview:

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem empathize and provide a solution at the earliest. To ensure user queries or issues are captured validated and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

What youll do as the L2 Service Desk

The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone chat & email.
• Experience in Core IT Support Addressing Clients Worldwide
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Experience In MultiFactor Authentication & RSA SecurID
• Experience In Virtual Desktop Instances (Oracle / Citrix)
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams Skype)
• Experience in ServiceDesk Ticketing Tool ServiceNow.
• Working knowledge of computer operating systems (Windows) hardware diagnosis/set up and software installation/troubleshooting.
• Experience working in a fastpaced environment.
• Strong customer service experience.
• Excellent communication skills.
• Ability to perform tasks within SLAs.
• Receives and handles breakfix issues of VIP Users following agreed procedures.
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates knowledgebase for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks escalated issues from outset to conclusion.
• Maintains records informs users about the process and advises relevant stakeholders of actions taken in case of escalated or priority tickets.
• Acts as the routine contact point receiving and handling requests for support.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development or correction of KBs & Tech / Support documents.

What you will bring to the team:

Qualifications:

Graduate in any discipline

Certification ITILv4 preferred.

Experience:

• Exposure Medium to large scale projects
• Experience 45 years in IT Support
• To provide technical support & assistance to VIP / priority users remotely.
• To ensure client satisfaction and ability to resolve customer issues at first contact.
• Must have good technical knowledge and an ability to communicate effectively to understand the problem empathize and provide a solution at the earliest.
• As an SME support the L1 agents to resolve issues faster.
• Foster & guide Level 1 agents and provide necessary training as and when necessary.

Zones offers a comprehensive Benefits package.

While were committed to providing toptier solutions we are just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value they bring to our business. Our team members enjoy a variety of comprehensive benefits including Medical Insurance Coverage Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones work is more than a job its an exciting career immersed in an inventive collaborative culture. If youre interested in working on the cutting edge of IT innovation sales engineering operations administration and more Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin veteran status or on the basis of disability.