IT Support Analyst

Company:

Job Area:

General Summary:

Job Responsibilities:

Candidate will be required to work different shifts Provide first level technical support with an emphasis on customer service for PC, Linux, UNIX, networking, enterprise applications and printer problems
Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software-based firewalls, virus scanning software for Qualcomm's employees worldwide
Answer incoming customer phone calls and e-mail while providing superior customer service
Responsible for the ownership of incident creation, resolution and closure
Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests
Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution
Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customers issue
Utilize basic networking functions and support for e-mail clients is essential

Minimum Qualifications:

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.

Good verbal and written communications skills
Must be able to enunciate clearly over the telephone
Must be able to interpret a customers' needs, communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills and the drive to assume more responsibilities
Minimum of two years practical experience in the computing industry and corporate service-desk computing environment
7/365 availability is required. 24x7 shift model
Good troubleshooting skills in Windows 10 O/S, MS Office tools, Mail Client (Outlook), Printers and basic networking
Requires experience with two or more of the following: Windows based OS's and basics of UNIX or Linux operating system

Preferred Qualifications

Bachelor’s degree required
Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred and preferrably in Service Desk environment
Customer service, technical training and/or industry standard certifications preferred
Contact Center experience will be a plus

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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