Specialist, IT Support (San Mateo)

Overview

About Us

Quantrics Enterprises, Inc. is a premier global provider of customer-centric solutions. Our commitment to excellence and innovation has positioned us as a leader in delivering cutting-edge digital services to our exclusive partners.

Specialist , IT Support

Ever wanted to put your tech skill to good use ?

Are you that someone who’s tech-savvy that can handle all the tech stuff the rest of us cannot ?

Are you able to explain IT terms to non-IT personnel?

Imagine having the opportunity to join an organization that is committed to your professional growth and development . At Quantrics , you will be a part of our amazing team where y ou will have an opportunity to work with other like-minded and passionate individuals in an environment where it is fun, fast paced, exciting and ever changing.

Responsibilities

You will have an opportunity to:

• Have good coordinating skills and a knack for solving complex problems as you will be spearheading the day-to-day operations of a team of IT Support Agents. You are also expected to be an expert in IT as you will be formulating solutions for issues that IT Support Agents cannot resolve. You will also need to be personable because you will be mingling with a diverse cast of people here at Quantrics .
• Oversee and assist a group of IT Support Agents who provides daily operational support for several applications through troubleshooting incidents to identify root causes and solutions
• Perform testing and/or system configuration changes to resolve defects using standard procedures and techniques
• Ensure the development, adaptation, and maintenance of technical support documentation and user guides is implemented by the team with close coordination with the IT Support Manager
• Help guide the team to ensure they adhere to Incident and Change Management procedures to meet application SLAs and high system reliability
• Help to collectively identify areas for improvement through understanding of technical and business requirements
• Plan, organize, and perform on-site local hardware installations, configuration, and maintenance while ensuring that operations is BAU
• Ensure end-user support and monitors compliance in technology usage on the call center floor
  
  

Qualifications

You will be a great fit on our team if…

• Flexibility to work autonomously in a start-up environment, where constant change abounds
• Demonstrated ability to apply critical thinking and analytical skills to independently troubleshoot issues and deliver on results
• Demonstrated ability to communicate effectively with management, peers, and customers across multiple disciplines and geographies to clearly articulate issues, impacts, and advice on preferred solutions
• Proven ability to meet priorities and produce quality deliverables and results while handling multiple work items
• Bachelor's degree in Computer Information Systems , Computer Science, or equivalent work experience
• Solid background and at least 1 year of experience in application support of development
• Experience using Microsoft Windows Server 2008+, Microsoft Office 365 Professional Suite (including SharePoint and Exchange)
• Ability to lift equipment weighing over 10kg
• Fluent in English language (both written and verbal)
• Ability to work in a 24/7 rotating shift environment. Night shifts maybe required
  
  

Preferred skills and competencies:

• Ability to operate independently with the decision-making skills needed to tackle potentially high-stress solutions
• Detail and process-oriented
• “How-to” training of end-users on the use of tools and technologies
• Helpdesk experience in incident management, problem management, and root cause analysis
• VMWare, Citrix, Cisco Telephony and Routing Suite, NICE WFM Suite knowledge considered an asset
• Proactive and action-oriented with proven ability to work with minimal supervision and direction
  
  

If this role sounds interesting to you, please click apply. We’d love to hear from you!