Location
Reno, NV | United States
Job description
Role: Deskside Support Engineer (Japanese & English)
Location: Reno, Nevada.
Onsite Day 1
No Third-Party
- Language: English and Japanese
- Provide L1/ L2 Deskside support at Kansas Battery Factory and Office. As well as Reno Nevada Gigafactory. Travel may be required between the Nevada and Kansas.
- (Password reset, account unlock, software installation, imaging, etc)
- Excellent Customer Service Skills and act as Local IT Point of Contact for Japanese Expatriates
- Handle Change/Incident/Tasks/Problem tickets related to windows desktop environment.
- Create/Maintain Standard Operating Process documentation for hardware and software support.
- Follow ITIL, ISO 27001, JSOX best practices.
- Incident, Request, and Problem management through Ticketing Tool
- Break/Fix and New Configuration of Laptops/Desktops
- Provide triage Incident identification and escalation using provided ticketing system.
- Submit service requests and incident tickets on behalf of end users.
- Document status of all tickets in the ITSM ticket
- Ticket follow-ups, updates, and resolution management (including first call resolution)
- Escalate issues to the appropriate resolver groups.
- Install, configure, and maintain desktop systems, peripherals, and software.
- Assign priority in ITMS tools according to the document provided by on severity definitions.
- Respond to and resolve technical support requests from users, including troubleshooting and resolving software and hardware issues.
- Route and escalate unresolved Incidents resolver groups based on processes established during transition
- Respond to affected End Users requesting status on their reported Incidents based on the call notes by resolver group.
- Provide after hours or weekend desktop support when needed
- Security Governance of all PCs in coordination with the Patch Deployment team (Patching, Imaging, Asset management, Remediation requests, Installing Authorized Software, etc)
- Assist in the configuration of mobile devices and troubleshooting
- Lifecycle management and support for IT equipment/PC, Software, Mobile Device (Asset Management)
- Provide onsite inventory management (Procurement, Kitting, Setup, Delivery)
- Deliver Services according to agreed Service Level Agreements ( SLAs ) and processes
Report this job
- Dice Id: 90941404
- Position Id: 8190631
Job tags
Salary
