What are the responsibilities and job description for the IT Incident Technician position at ejAmerica?
Very Important Job Application Prerequisites : 4 to 6 video interview rounds (formal dress code required, no ChatGPT or Google allowed).Video introduction must be uploaded on eJRekruit.Overall process takes 4 to 6 weeks.Strict background check, including fingerprinting and drug testing (Financial Services industry standard). Overview : “Incident Technician” is a support role that receives incidents from the global service desk. An Incident Technician primarily troubleshoots and diagnoses hardware , software and applications issues on desktop and mobile devices. All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance. Key Responsibilities : On-call rotation for after-hours and weekend support.Install, troubleshoot, repair, and maintain software applications and hardware.Handle tickets from the helpdesk for in-house, third-party, and market data applications.Support operating system drivers, software, and firmware.Assist users with home connection & remote work setup (Key Responsibilities : Install, troubleshoot, repair, and maintain software applications and infrastructure.Handle tickets from the helpdesk for in-house, third-party, and market data applications.Support operating system drivers, software, and firmware.Assist users with home connection & remote work setup (End-Client laptop or personal laptop virtual machine).Ensure compliance with End-Client policies & procedures.Maintain support documentation.Coordinate with local & global support teams across multiple platforms.Manage incidents and requests in the ticket-tracking system.Stay updated on technology and participate in training programs.Be responsive across multiple communication platforms (email, Teams, Skype, Symphony, Jive, WhatsApp).laptop or personal laptop virtual machine).Ensure compliance with End-Client policies & procedures.Create and maintain support documentation.Collaborate with local & global support teams across multiple platforms.Manage incidents and requests in the ticket-tracking system.Proactively report trends, issues, and delays to management.On-call rotation for after-hours and weekend support.Stay updated on technology and participate in training programs.Be responsive across multiple communication platforms (email, Teams, Skype, Symphony, Jive).
