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MainFrame Help Desk Agent
at Reed Recruitment in Jacksonville, Florida
About the Job
Position Description/Requirements: This is a One-year consulting assignment located at South Point, Jacksonville, Florida. Successful candidate will provide exemplary customer service to the employees and customers, reporting service interruptions with personal computers, networks, various computer and telecommunications devices. This position can be counted on to communicate with immediate management the impact and severity of service interruptions and escalate to the appropriate support team in agreement with negotiated service levels. Performs rapid assessment of the customers* incident and determines best course of action to restore service. Will be expected to attempt resolution at the first customer contact and if resolution is not achieved, refer to second level support in an accurate and timely manner. Contact with customers is through phone, email or web based tools.
Excellent verbal, written and customer service skills required. Must be able to work independently when handling incidents utilizing the toolsets provided by the customer. Knowledge and/or experience in ITIL best practices preferred.
Required: 2 or 4 year degree in a technical subject area or equivalent Information Technology
Preferred: A+, MCP or other nationally/industry recognized certifications
Software: MS Office, IBM z/OS, JES2, CICS, IMS, DB2, CA/7, TSO, various flavors of Unix, Linux, Windows
Databases: General/educational knowledge of general database principles/terminology
Hardware: Education and understanding of common computer hardware
Operating Systems: Education and understanding of common operating systems and terminology
Network: General/educational knowledge of network media and terminology
Other: Strong Customer Service orientation, strong phone skills.
Ability to work in a 24 × 7 environment. Flexibility to work any shift, and to rotate rest days. Excellent analytical ability to troubleshoot; Strong team player; Will be part of a disaster recovery team, may be called on to travel on short notice to the recovery site
NOTE: HOURS FOR THIS POSITION ARE 11 P.M. TO 7 A.M.
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