Job Description:

Responsibilities

• Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
  • MS Windows and Office software
  • Mac OS X and Mac Office software
  • PC, Mac and peripheral hardware (printers, monitors, keyboards)
  • Tablets and other Android, iOS and windows mobile devices
  • Basic network (WAN, LAN and wireless) troubleshooting
  • Active Directory and Exchange administrative activities
• Resolve all escalated issues within SLA and support efforts to provide proactive support in the form of knowledgebase articles and user training
• Receive, log and manage tickets in ITSM ticketing system (ServiceNow)
• Work closely with the Service Desk to ensure a quality communication and timely resolution to escalated issues
• Ensure a high degree of customer service and adhere to all service management principles

Job Requirements

• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely
• At least 3 years of experience in an IT support organization
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Demonstrates clear desire to be a role model in customer service and execution of IT support

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.