16502BR
Requisition ID:
16502BR
Duties & Responsibilities:
Help Desk Level 3 provides advanced technical support through phone, email and chat. Use the helpdesk software to track tickets and follow-up with customers to provide status updates per service level Agreement (SLA's). Use Data Center and Network monitoring software to detect issues and create service tickets. Provides advanced support and troubleshooting, ticket routing and escalation to IT service providers. Help, train and mentor Helpdesk level 1 and 2 employees
Employment Category:
Regular Full Time
Shift:
3rd
Position Subject to ITAR/ FOUO controls:
No
Basic Qualifications, Experience, Skills & Education Required:
Associate or bachelor degree in Computer Science or Information Technology or equivalent training and work experience
3 years+ experience working in Helpdesk environment or equivalent
Advanced Experience with ITSM Ticketing tools like Service Now, Kace or similar to manage and track tickets.
Knowledge of Kace Service Desk is a plus
Certification in IT products and technologies (Examples A+, Network, Server and Security, Microsoft Certified IT Professional (MCITP) etc. is a plus
Enjoy working with customers to help and provide support using customer service tools
Proficient to communicate effectively with customers in English verbally and in writing with key stakeholders, leadership, partners, team members, other organizations, and customers
Experience with of Windows operating systems, basic computer concepts and tools, Microsoft Office application suite including Outlook, Word, Excel, PowerPoint etc. Familiarity with Office 365 is a plus
Job Title:
IT Support Specialist
Relocation Available (Some relocation assistance has been approved for this role):
No
Job Categories:
IT/IS
Location:
PHL - Cebu
EEO Statement::
The above listed position may involve access to export controlled technology and may be subject to export licensing requirements prior to employment.
ATTENTION APPLICANTS WITH DISABILITIES:If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370- 3041 or contact them at ***************@teradyne.com for additional assistance.
Teradyne is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law.
