Location:

Must work on site at the Folsom, CA office (255 Parkshore Dr, Folsom, CA 95630) Assignment term: 12 months Work hours/hours per week: 40 Regular hours per week

Overtime:

0 of OT hours per week (estimate) Travel required: None Additional client background required: Yes - Candidate must pass the background check done by each customer we support.

Security clearance required:

N/A Shift Information:

The support center operates 24/7/365. All holidays and weekends are worked. There are 3 shifts - Day (6:00 am to 2:30 pm), Swing (2:00 pm to 10:30 pm) and Graveyard (10:00pm to 6:30 am). All workers will work one shift for a three-month period and then rotate to another shift. Work weeks are either Tuesday-Saturday or Sunday-Thursday.

JOB DESCRIPTION

As part of the Client's Biometric Systems Hosted Services Support Center the selected candidate will have responsibilities including Phone Support receiving Customer and Biometric personnel support calls. Managing Customer and Biometric personnel support calls including Logging and support through trouble shooting or advising. Logging and escalating or routing call as required. Provide case status updates to Customer and Biometric personnel. Perform the installation, repair and preventative maintenance of computer and related systems. Assist in determining software to meet user requirements. Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals. Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Biometrics support systems. Provide Data Center support including Daily monitoring / checks. Logging of noted issues. Troubleshoot or assist in troubleshooting of data center related issues. The selected candidate will have strong communication skills and look forward to interacting with customer and Biometrics division personnel including Support Center Team members, Biometrics division engineering staff, Sales and marketing Management and Administrative.

MANDATORY SKILLS

Knowledge on IT support center, process is required. Knowledge on software releases and deployment process required. Windows, Linux desktops and server trouble shooting. Cloud and DB - some work experience or understanding of technical aspects. Good communication (verbal & written) Customer facing/serving attitude

DESIRED SKILLS

Knowledge on Kubernetes, pods, system alerts and logs preferred. Knowledge on azure and MFA is preferred.