Job type full-time
Full job description
This is the first point of contact for the customers when they need to raise a request or incident ticket.
The level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an it environment, including password resets, basic hardware triage.
This position is not eligible for relocation.
Essential duties & responsibilities required:
Record and classify received incidents and undertake an immediate effort in order to restore a failed it service as quickly as possible.
Log all incident/service request details, allocating categorization and prioritization codes.
Provide first-line investigation and diagnosis of all incidents and service requests.
Owns all incidents and service requests throughout the lifecycle.
Assign unresolved incidents to appropriate level 2 support group.
Keep users informed about their incidents’ status at agreed intervals.
Verify resolution with users and resolve incidents.
Escalate major incidents to the incident manager.
Escalate incidents at risk of breaching sla to incident manager.
Other duties & responsibilities:
Additional duties as assigned
Meets attendance and punctuality standards
Required knowledge, skills & abilities:
Able to execute instructions and to request clarification when needed.
Possesses strong data entry skills.
Able to use common office equipment.
Able to demonstrate complex problem solving, critical thinking, and decision-making.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to converse and write effectively in english and other local / regional language.
Able to interact effectively with higher levels of management (managers & above)
Understand, communicate, and collaborate effectively with people across various identities.
Able to adjust readily to change and adapt as needed.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to work independently with minimum supervision.
Able to effectively multi-task.
Able to maintain confidentiality of sensitive information.
Able to collaborate and build solid, effective working relationships with others.
Able to talk on the phone (or wear a headset) for long periods of time.
Able to quickly learn/adapt to new systems and technology.
Able to use relevant computer systems and applications at an advanced level.
1+ year of relevant work experience is required.
High school graduate is required
Associate degree in information technology is preferred
Comp tia server a+
On-call availability required as necessary.
May be required to work in shifts (timings subject to business needs)
Remote / work-from-home.
Occasional non-standard work hours or overtime as business requires.
Professional, office environment.
Tech data statements:
Tech data is committed to the full inclusion of all qualified individuals.
As part of this commitment, tech data will ensure that persons with disabilities are provided reasonable accommodations.
If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your recruiter
Tech data is an equal opportunity employer- all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
At tech data we embody our shared values of collaboration, accountability, integrity, excellence and inclusion.
Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.
Cultural competency requirements:
Within tech data diversity is one of our fundamental shared valuesWe are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.
Join our team to connect the world with the power of technology!
Tech data is an equal opportunity organizationWe recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.