L1 IT Analyst

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Categorizes as per CTI as appropriate
• Update the knowledge base
• Coaching freshers to be independent
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures
• Complies to regulatory requirements
• Alert Monitoring and Ticket Monitoring
• Informing On - call support
• Opening Bridge Call

• At least 3 years of experience in the field or in a related area required
• Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, )
• Technicians should have good knowledge on Hands and Feet
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Background security check required
• Experience including remote control of PC

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