Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance. Job Description Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions Follow the escalation process Follow the shift hand-over process Categorizes as per CTI as appropriate Update the knowledge base Coaching freshers to be independent Coaching analysts for correct routing of tickets, capturing critical information Technically upgrade across versions of environment when required Adhere to organization policies and procedures Complies to regulatory requirements Alert Monitoring and Ticket Monitoring Informing On - call support Opening Bridge Call Qualifications At least 3 years of experience in the field or in a related area required Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, ) Technicians should have good knowledge on Hands and Feet Strong Microsoft Operating System installation and troubleshooting skills MAC Operating System installation and troubleshooting skills Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds Broad experience of IT with basic understanding of Networks, Servers and Telecoms Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Strong written and verbal communication skills Must be detail oriented and self-motivating Background security check required Experience including remote control of PC Additional Information To know more about this position please contact; #J-18808-Ljbffr