Technical II, IT Operations

Job Title:

Technical II, IT Operations

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Technical II, IT Operations Support Technician provides end-user support across the organization’s desktop, network, telephony, and application environments, focusing primarily on-site Game-Changers. The candidate will maintain, analyze, troubleshoot, and repair computer systems and software, and serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. This position requires excellent communication skills, attention to detail, and problem-solving capabilities.

Key Duties and Responsibilities:

• On-site and remote troubleshooting and support for desktops, laptops, applications, and Wi-Fi devices; this includes OS patch remediation, third-party application remediation, and remote hardware troubleshooting.

• Use diagnostic tools to analyze, troubleshoot, and resolve problems associated with network connectivity and/or workstation hardware/software.

• Install, configure, and support all desktop applications (such as MS Office365, BigFix/SCCM software center, softphones, VPN, Wi-Fi configuration, and firmware updates for desk-side equipment).

• Support a secure environment by ensuring the viability of security software tools, such as Cortex and CrowdStrike (or similar tools).

• Support and maintain user account information, including rights, security, and systems groups in Active Directory.

• Resolve tickets within prescribed SLAs using a standard IT Service Management tool.

• Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.

• Escalate issues and involve management and experts as required to resolve issues quickly, maintaining SLAs.

• Exercise discretion and judgment on matters related to ticket priority, network/Wi-Fi stability, and customer satisfaction regularly.

• Perform basic troubleshooting of softphone issues and assist the telephony team as needed.

• Assist in tracking hardware and software inventory; escalate issues to the manager as needed.

• Coach end-users on basic software, hardware, and peripheral device operation.

• Proactively suggest modifications and additions to desktop standards and guidelines.

Qualifications and Experience Required:

• 2-4 years of supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.

• Proven incident management, customer/client management, and change management experience.

• Strong technical knowledge of desktop/laptop hardware and software applications.

• Proficient in current protocols, operating systems, and standards, including Windows 10 & 11.

• Demonstrable experience in ticket resolution using IT Service Management (ticketing) systems; experience maintaining systems compliance and audits per COPC, ISO 27001, etc., standards is preferred.

• Experience managing Active Directory at the Organizational Unit level.

• Flexibility to work overtime as needed.

• CompTIA A /Desktop , MCSA/MCSE, and/or CCNA or similar certifications are preferred; a bachelor’s degree/diploma in Computer Science is preferred.

At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

The hourly salary range for this position is $36.64 - $54.96/hr plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.

The position will be posted until 04/28

#LI-Hybrid

#ConcentrixCatalyst

Location:

USA, Columbus, GA

Language Requirements:

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
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To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.