Professional I, IT Operations- Bilingual

Job Title: Professional I, IT Operations- Bilingual Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. The Senior Technical, IT Operations Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. The Senior Technical, IT Operations Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance. Install, configure and support all desktop applications (such as MS Office, Office365, Outlook, Teams, One Drive, softphones, Imaging, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones). Install and support encryption software on all workstations. Support and maintain user account information including rights, security and systems groups. Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD and HDD. Install and support Avaya hard phone, video conferencing equipment, etc. Resolve tickets within prescribed SLAs. Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment. Escalate issues and involve management and experts wherever needed to resolve issues as quickly as possible with a sharp focus on maintaining SLAs. Exercise discretion and judgment on matters related to ticket priority, on premises network/WIFI stability,