Technical I, IT Operations (Orlando, Florida)

Job Title:

Technical I, IT Operations (Orlando, Florida)

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.

The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

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.

Join us and be part of this journey towards greater opportunities and brighter futures.Must be located in Orlando, Florida on-site 5 days a week

The Technical I, IT Operations Support Technician provides end user support across the organization’s desktop, network, telephony and application(s) environment, focused primarily on on-site Game-Changers.  The candidate will maintain, analyze, troubleshoot and repair/ computer systems, and software, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs.  Will routinely exercise discretion and judgment in prioritizing tickets when competing priorities arise. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

• Troubleshooting, and supporting desktops, laptops, applications, and WIFI devices; this includes OS patch remediation, 3rd 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, WIFI configuration, and firmware updates for deskside equipment.
• Support a secure environment by ensuring the viability of security software tools, i.e., 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 wherever required to resolve issues as quickly as possible with a sharp focus on maintaining SLAs. 
• Exercise discretion and judgment on matters related to ticket priority, network/WIFI stability, and similar matters related to customer satisfaction on a regular basis 
• Perform basic troubleshooting of soft phone issues and assist the telephony team as needed 
• Assist in the tracking of hardware and software inventory; escalate issues to 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 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 as per COPC, ISO 27001 etc. standar