IT Support Technician II

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Requisition ID: 127197
Job Category: IT
Location: United States-California-Irvine-5 Park Plaza Suite 1100 Irvine 92614
Posted Date: 11/20/2017 9:00:09 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Provide technical support for internal desktop systems, both hardware & software. Act as onsite support for network, server and voice infrastructure teams. Must be eager to learn new technology such as IOT, AI, and cloud based computing. Must also understand basic project management.
Must be personable & professional, with good communication skills, as this position will be interacting daily with management and account executives. Must also be “customer-facing” on the phone & in person. Must be organized and methodical in daily activities & problem-resolution.

Provide advanced and executive level technical support to internal and external customers
  • Install, configure, troubleshoot, monitor, and maintain desktop software and hardware; support mobile workforce
  • Work independently in troubleshooting and providing solutions to unresolved hardware and software problems through ServiceNow helpdesk ticketing system
  • Maintain passwords, data integrity, and system security for our technical environment to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel
  • Conduct daily, weekly, and monthly technical audits
  • Implement modifications to existing equipment with moves, adds and changes as requested via ServiceNow request system
  • Deploy software updates, security updates, and patching via SCCM tool
  • Manage hardware inventory using asset management tool
  • Document site environment in SharePoint: examples: DHCP, DNS, MDF/IDF rooms, site hardware and software; voice hardware, etc.
  • Troubleshoot file sharing
  • Understand Active Directory – domains, OUs, GPO’s and update Active Directory for OU changes, enable/disable accounts
  • Understand how to support Office 365 in a cloud environment – configure and troubleshoot
  • Understand network, server & voice infrastructure to provide hands and feet support to engineering team. 
  • Provide telephone setup, assist with logins, support/troubleshoot phone issues
  • Understand the configuration and to be able to support multiple Operating Systems: examples: Windows 10, Windows 7 and MAC OS X
  • Provide support of Apple, Andorid and Windows mobile devices.
Minimum Education and Experience:
• Associate’s Degree or equivalent experience/certifications within area related to job function

Other Desired Experience:
• Experience in IT management with emphasis on infrastructure technology
• Experience with design of IT infrastructure
• Working knowledge of IT Disaster Recovery process and procedure
• Strong organization, project planning and time management skills
• Demonstrate excellent written and verbal communication skills 
• Ability to communicate technical issues to non-technical people 
• Ability to negotiate and solve conflict

Work Environment:
• Work performed in a climate controlled environment
• Constant exposure to electronic media
• Domestic and local travel may be necessary on rare occasions
  • Must be flexible with working hours to support sites as needed

Physical Demands:
Frequent work performed while sitting or standing
Lifting of desktop and network/server/voice hardware (up to 40 lbs)
Constant use of computer, telephone devices, and other general office equipment
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