vCORE Technology Partners Technical Support Specialist in Scottsdale, Arizona
About vCORE Technology Partners
vCORE Technology Partners builds customized IT solutions for more than 150 companies across the U.S. and Canada. Headquartered in Scottsdale, Ariz., vCORE was launched in 2010 and has since enjoyed industry-leading growth.
Our team includes proven experts in IT solutions, including networking, cloud automation, modern infrastructure, data protection, security, and proactive managed services. Clients include multibillion-dollar media companies, major healthcare providers, technology giants, data centers, and others.
Simplicity Delivered. Always On.
vCORE is seeking a temporary entry-level EOC Analyst to perform the first-call resolution for specified incidents and requests, monitor and perform an initial investigation of identified faults, and ensure quality issue intake and issue escalation and resolution. The individual will be working out of the Enterprise Operation Center (EOC) and working in a timely, cooperative, and professional manner.
This is for the Friday - Sunday shift (7:00 AM to 7:00 PM). The anticipated start date is June 28th, 2021.
What You'll Do
Handling all the inbound calls, chat, and emails in a service desk
Handling Basic L1 level queries from start to finish
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
Diagnose and quickly resolve a wide range of Windows applications issues
Good troubleshooting knowledge on internet and VPN issues
When the restoration is beyond the scope of the support escalate the issue/problem to the appropriate resolver group
Clear and consistent documentation of issues, triage, and escalation decisions in an enterprise ticketing system
Perform follow-ups on issues and coordinate responses across teams of multiple levels
Coordinate between customer end-users, customer engineers, and vCORE resources
What You'll Need
Windows applications issues: 1 year
Handling all the inbound calls, chat, and emails: 1 year
Ticketing System: 1 year
Strong follow-up skills
Strong phone skills
Diligence and attention to detail
Ability to multi-task and prioritize work appropriately
Eager and quick to learn
Benefits: As this is a temporary position, this role will not be eligible for benefits or paid leave outside of state and/or local mandated paid leave.
Diversity Statement: At vCORE Technology Partners, we recognize and appreciate the value that comes from having employees with diverse backgrounds, points of view, and life experiences. Respect for diversity is an integral part of our culture and a critical component in our strategy to deliver the best customer experiences.
It is the policy of vCORE Technology Partners to encourage diversity and not to discriminate against any applicant for employment, or any employee because of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local. In addition, vCORE Technology Partners will provide reasonable accommodations for qualified individuals with disabilities.