Sr. Technical Representative, IT Operations (TCF)

About the Role

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and meet customer expectations.

Key Responsibilities

• Troubleshoot and resolve LAN/WAN, internet connectivity, and network-related issues.
• Diagnose and repair basic hardware and software problems.
• Investigate and resolve gate access system issues.
• Configure, deploy, and support printers, pin pads, iPads, tablets, and other peripheral devices.
• Provide technical support for daily business operations and end-user computing needs.
• Monitor, troubleshoot, and resolve system-wide technical issues; escalate complex issues to senior IT personnel when necessary.
• Support property managers with the use and operation of property management software applications.
• Assist users and field operators by resolving system errors, user mistakes, and operational issues.
• Answer user questions and provide guidance on software features, functionality, and best practices.
• Configure, maintain, and update hardware and software systems.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT ticketing system.
• Follow IT service management procedures, policies, and escalation protocols.
• Maintain a high level of customer service while supporting users remotely and over the phone.

Requirements & Tech Stack

• Basic computer troubleshooting skills for Windows and iOS based environments.
• Understanding of IT operations, procedures, and support processes.
• Knowledge of hardware, software, networking, and peripheral device support.
• Knowledge of installing, uninstalling, configuring and troubleshooting applications.
• Experience troubleshooting internet connectivity and network issues.
• Familiarity with printers, tablets, mobile devices, and related technologies.
• Experience using ticketing systems and documenting support activities.
• Basic understanding of remote support tools and techniques.

Qualifications

• High School Diploma or equivalent required.