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L2 Technical Support in San Francisco, CA at Volt

Date Posted: 12/13/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Job Type:
  • Duration:
    24 weeks
  • Date Posted:
    12/13/2018
  • Job ID:
    148154
  • Pay Rate
    $45.0 - $45.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    619-471-1449

Job Description

The Senior Technical Support Analyst II is the primary source of Tier 2 Mac/PC and other technology support for associates and may assist external clients with access to systems. Support largely includes remote, phone, and web-based helpdesk support, as well as some in-person support of associates in the Senior Technology Support Analyst’s assigned office. This is a hybrid role (Tier 2) technical support position, 50% of the time will be supporting Mac and the rest of the time PC support.

The Senior Technical Support Analyst II is expected to have advanced troubleshooting skills and the ability to utilize multiple resources to determine the final resolution to technical support issues.

Systems Maintenance, Management, and Repair

  • Maintain a high customer service level through assisting end users (both internal and external) with systems, Mac/PC software applications, and other technical-related issues. Good communication skills, a positive personality, patience, outstanding customer service skills, and a willingness to learn are a must.
  • Assist internal and external customers remotely over the phone, through email, and other communications media. Use remote desktop support software to view and interact with the remote user’s computer or mobile device.
  • Repair/install/maintain Mac/PC and mobile device hardware and software as needed to ensure user productivity.
  • Engage in in-depth research on technical issues to assist Associates, external customers, and other Technical Support Analysts.
  • Communication/Connectivity
  • Ensure Mac/PC communication and connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet.

Education

  • AA/AS degree or equivalent applicable work experience is required.
  • BS/BA with an emphasis in Information Systems is a plus.
  • Apple Certified Macintosh Technician (ACMT) Certification is a plus

Experience

  • 2+ years’ experience troubleshooting Mac OSX and IOS, enterprise environment is a plus.  
  • PC knowledge and troubleshooting Windows environment.

Skills & Competencies

  • Experience troubleshooting and supporting Mac operating systems, including OSX and iOS.
  • Experience with Mac interface, migrating files, and the use of Mac applications.
  • Advanced level knowledge of PC software applications and strong understanding of PC operating systems.
  • Experience with a phone support and helpdesk environment.
  • Strong sense of urgency with good customer service and communication skills is required.

Tools/Software

  • Experience with Mac software
  • Experience with Microsoft Windows 7/8, Microsoft Office 2010/2013 including Word, Excel, Outlook, and Microsoft    Internet Explorer.
  • Knowledge of the following communication and connectivity systems required:
  • Microsoft TCP/IP networking protocols
  • Network printing / printer troubleshooting
  • File sharing
  • Internet application connectivity

Volt is an Equal Opportunity Employer