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CompuCom Infrastructure Management Tech I in Fort Mill, South Carolina

Why CompuCom? (Overview)

The Infrastructure Management Tech (IMT) I associates are the front line for all customer calls, incident and change request tickets, and emails. As part of Global Support Center team, the IMT I will be working the team leads, Service Delivery Managers, Program Managers, CompuCom management, and clients in order to support the customers based on data collected from various log sources and client requirement.Shift hiring for is a Monday – Friday from 1PM to 9:30PM EST but schedule flexibility is a requirement. Shift change will always be discussed and notified ahead of time.

What We Need & What You'll Do (Responsibilities)

  • Accept all inbound calls

  • Create, update, resolve, and close incident and/or change request tickets

  • Document all incident and change request tickets accordingly

  • Ability to identify and route problem tickets

  • Participate in technical collaborative meetings with Tier 2 internal support teams

  • Escalate technical issues to the appropriate teams and follow-up as necessary

  • Monitor, manage, respond, and follow-up to emails to and from the shared team mailboxes or distribution lists

  • Attend daily and/or weekly required team meetings to stay up to date on changes or notifications that affect the Global Support Center

  • Assist in creating, updating, and reviewing technical and procedural documentation

  • Assist in problem management with internal teams and/or client or customer

  • Allocate time and tasks in tsheets accurately

  • Other tasks as assigned

Who You Are (Qualifications)

  • Requires 1-2 years of related work experience, or Associate’s degree, or technical training, or equivalent combination of education and experience.

  • A+ certification required (If not certified during hire, hired candidate will have 6 months from hire date to achieve training and certification.)

  • CCNA preferred but not required

  • Security+ preferred but not required

  • ITIL Foundations preferred but not required

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Posted Date2 months ago(8/26/2020 1:58 PM)

Posting LocationFort Mill, SC

Req #R0020624

CategoryCustomer Service/Support

CompuCom Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.

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