Roles and responsibilities

• Administer incidents according to current support procedures and protocols.
• Use a methodical approach in gathering facts and performing diagnostics.
• Identify computer related hardware and software problems using base line configuration.
• Escalate computer hardware and software issues falling outside the role and responsibility of the Support Specialist to the appropriate authorities.
• Ensure that the customer/user is always aware of the status and progression of their incidents.
• Validate and ensure that all processes have been followed before any incident closures.
• Interact with Lead Support Specialists or Support Experts to validate and assist in the resolution of incidents.
• Maintain excellent verbal and written communication skills.
• Receive and manage as per established Standard Operating Procedures, support requests and open incidents from telephone calls and emails as required.
• Ownership of the incidents assigned to him/her is responsible for the incident resolution from cradle to grave and for all communication with the users/customers and FT and contractor Field Services representatives.
• Responsible to document all relevant activities in the Call Management System(s) and to generate and manage Service Requests associated with the Incidents.
• Need to be fluent in all Support disciplines; keep his/her skill current on all aspects of FT products.
• Need to keep the skill set current on Operating Systems and third Party applications use by the Support Personnel and by FT products.
• Need to be familiar with the ITIL standards (and will be require to successfully complete an ITIL Foundation exam)
• Assist with Special projects as assigned by GCS Management

Qualifications and Experience

• Fluent in English and Portuguese (Bilingual) REQUIRED. Spanish (trilingual) is a strong asset
• Possess a computer software degree, technical trade, or equivalent experience.
• One to two years experience as a Customer Service agent desired
• Qualification or certification in Operating systems; Windows
• Good skills in operating systems troubleshooting
• Familiar with basic computer architecture (CPU, Network Cards, Peripherals)
• Familiar with networking protocols and associated hardware and infrastructure such as modems, routers, hubs, frame relay/ISDN
• Excellent communication and interpersonal skills with strong analytical and problem-solving skills.

We offer medical, dental, vision, life, and disability insurance, health savings accounts, paid time off, and a 401(k) plan with a Company match.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com