Onsite Deskside Support - South San Francisco, CA

Duties and Responsibilities

• Anticipate and / or escalate issues proactively to ensure quick response / resolution times.
• Acquire and maintain knowledge of current support policies and methods of support.
• Delivery to provide accurate solutions to customers.
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks.
• Demonstrate advanced knowledge of ITIL concepts.
• Retrieve passwords from password tool.
• Remain quality conscious via phone and email with both technical and non-technical customers.
• Write formal / informal documents / presentations based on a structured outline, conveying a point of view to the work team.
• Manage audience expectations by specifying actions and their expected timeline.
• Ensure compliance with the client’s code of business ethics, standards, & policies.
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches & remediating alerts related to patches.
• Evaluate issues to determine the problem, identify the source, & possible solutions
• Draw connections between various aspects of a problem and propose viable solutions that have been tested.
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service.
• After solving an issue, review the troubleshooting to achieve more efficiency in the future.
• Life insurance / LTD
• Discretionary PTO

Benefits

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

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