Job
Description
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 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-mail while providing superior customer service. Responsible for the ownership of incident creation, resolution, and closure. Utilize current problem and knowledge management software in accordance with 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. Minimum Qualifications: High School Diploma or equivalent. 1+ year of experience in IT, Engineering Support, or related area. 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging). Physical Requirements: Frequently transports between offices, buildings, and campuses up to 2 miles. Frequently transports and installs equipment up to 40 lbs. Additional Requirements: Good verbal and written communications skills. Must be able to enunciate clearly over the telephone. Must be able to interpret 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. 24x7 shift model (7/365 availability is required). 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. Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred and preferably in a Service Desk environment. Customer service, technical training and/or industry standard certifications preferred. Contact Center experience will be a plus.
