Job Title:  IT Services Technician

The IT Services Technician will complement the IT team in one of Ametek support offices and provide Level I technical support to our business users. Our company is a leader in its field  and one of the most positive cultures around the area. This position will support all of our US based  and some global offices. We are looking for great personalities and excellent communicators who are able to understand the daily support issues.

ESSENTIAL SKILLS AND RESPONSIBILITIES:

• Working hours of 8 AM – 5 PM PT is required
• Provide telephone and on-line support for remote users primarily for the Pleasanton, CA office
• Responding to support phone calls, emails, and support tickets from business users
• Work with other helpdesk staff to provide desktop hardware/software support to business users
• Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor
• Respond to and resolve issues in a timely manner, escalating as required ensuring effective and timely resolution
• Review incoming support incidents on a daily basis
• Support our employees on the West Coast, East Coast, and Globally
• Providing solutions and advice on technical issues
• Attending training sessions to stay current with best practices on how to help customers with technical issues
• Documenting and analyzing technical issues and customer interactions
• Using feedback from customers to improve problem-solving techniques and customer service
• Document the root cause of issues and contribute to the knowledgebase
• Own the problem and find a resolution, don’t leave the customer without a solution
• Troubleshoot support tickets related to technology issues that range from Cloud apps, hardware issues, network issues, server issues, security issues, Office 365 issues

EDUCATION:

• A minimum of two (2) years previous experience in hands-on technical support roles including maintaining desktop workstations
• Hands-on experience with helpdesk ticketing systems
• Bachelor’s Degree in Computer Science or related field preferred

QUALIFICATIONS:

• Knowledge of the following:
  • Office 365
  • Two factor authentication
  • Break/Fix – laptops and desktops
  • Standard deployment of computers (use of imaging software)
  • Experience with Active Directory
  • Microsoft SharePoint
  • Network connectivity issues (Diagnose/troubleshoot)
  • Mobile phones (iPhone, Android)
  • Printers
  • ERP systems (Made2Manage)
  • Basic application troubleshooting
• Excellent interpersonal and customer service skills
• Critical-thinking and problem-solving skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork skills to help other technical support workers
• Proactive and can work with the rest of the team to solve the problem
• Ability to learn modern technologies and implement them
• Ability to identify an issue an implement a solution independently
• Excellent written and verbal communication skills
• Understanding of manufacturing and associated technologies
• Travel to Pleasanton, CA when required