L1 IT Analyst

Company Description Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

 Independently resolve tickets within SLA  Adheres to standard operating procedures / work instructions  Follow the escalation process  Follow the shift hand-over process  Update worklogs  Categorizes as per CTI as appropriate  Update the knowledge base  Coaching freshers to be independent  Coaching analysts for correct routing of tickets, capturing critical information  Technically upgrade across versions of environment when required  Adhere to organization policies and procedures  Complies to regulatory requirements  Alert Monitoring and Ticket Monitoring  Informing On - call support  Opening Bridge Call

Qualifications

• At least 3 years of experience in the field or in a related area required
• Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, )
• Technicians should have good knowledge on Hands and Feet
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Background security check required
• Experience including remote control of PC

Additional Information To know more about this position please contact;

Elaine Locsin

973-867-0440