Technical Support Analyst
LanguageLine Solutions
Costa Rica
hace 5 días

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Language Required :

Technical Support Analyst

Description

As a Technical Support Analyst for LanguageLine Solutions, you will be responsible for daily management, scheduling, and triage of incoming customer support requests as well as imaging and deployment of desktop and mobile devices.

You will be supporting local and remote customers including LanguageLine interpreters, call agents, employees and clients.

Our platforms span a diverse Linux / Windows environment as well as numerous cloud solution providers. Mobile devices support includes iOS and Android.

We’re looking for A Players who are self-motivated, excellent communicators, and are driven to constantly improve systems and processes.

ESSENTIAL FUNCTIONS

Laptop / desktop imaging, deployments and break / fix

Printer / hardware and software installs

Patch Management

General user support and training

Mobile device user support and training

Softphone support

Active directory and LAN support

Remote user support

VPN account setup and support

Anti-virus management and support

Research call delivery

Respond to telephone calls, email and personnel requests of technical support in a timely manner.

Participate in an on-call schedule and available 24 / 7, as needed.

Provide excellent customer service in a challenging environment.

ADDITIONAL FUNCTIONS

Follow Incident and Service Desk Ticket Reporting procedures

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed as assigned.

Ensures that decisions made to improve the overall IT Service Delivery area are continually carried through.

Support of specified hardware and software environments

Work collaboratively across teams in a fast paced, global environment

Exhibit strong quantitative, analytical and problem solving skills

Perform miscellaneous related duties as assigned

Create documentation for all new implemented processes and procedures.

Qualifications

A minimum of 2 years’ desktop administration experience in a Dell and IBM environment

Good understanding of Microsoft Windows operating systems, including system installation / configuration, file system concepts, resource monitoring, user administration, package management, and process control / management

Active Directory, LAN and WAN experience

Microsoft Terminal Service experience

Mobile deviceand softphone support experience a plus.

Strong interpersonal and communication skills and able to train users on topics.

Highly motivated and self-driven, capable of working with little instruction to resolve demanding tasks, as well as work with internal teams

Able to work in cold room environments and lift a minimum of 40 lbs.

Equal Opportunity Employer . All qualified applicants will receive consideration for employment and will not be discriminated against based on race.

color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure isin response to a formal complaint or charge,in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, orconsistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35

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