Job Opportunities API

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! DUTIES AND RESPONSIBILITIES • Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor. • Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved. • Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary. • Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary. • Mentor’s new hires during the nesting period. • Document, track and monitor end-user problems to ensure timely resolution. • Research and implement fixes for new issues. • May work with infrastructure and create new solutions. • Assists with maintaining an accurate Service Desk knowledge-based tool. • Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses,  and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues • Virus/Spyware Removal/Detection • Reports complex issues to Incident Manager MINIMUM REQUIREMENTS • Ability to follow, document, and maintain standard procedures. • Superior analytical and problem-solving abilities with keen attention to detail. • Ability to respond to requests for technical assistance via phone and through other electronic means. • Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices. • Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly. • Interpersonal and communication skills necessary to train others in computer system. • Ability to simplify complex technical terms when assisting end-user. • Ability to communicate problems with supervisors as they become known. • Ability to meet deadlines • Able to react to change productively and handle other essential tasks as assigned. • Excellent written and verbal communication skills including interpersonal / customer service skills • Must possess a strong commitment to high-quality customer service and solid work ethic • Exceptionally self-motivated and directed with ability to set and manage priorities judiciously. • Ability to provide Acquire Intelligence customers with outstanding customer care and service at all times. • Willing to work variable shifts including evening, weekends and public holidays. Join the A-Team and experience the A-Life!