About the Company
Concentrix is a global leader in customer experience (CX) solutions and technology, empowering the world’s best brands to connect with their customers. We are a team of passionate innovators, dedicated to delivering superior customer engagement and driving business growth across various industries worldwide. Our commitment to fostering talent and providing a dynamic work environment makes us an ideal place for career development in technology.
Job Description
As a Level 2 Helpdesk Engineer at Concentrix, you will be a critical part of our technical support team, providing advanced troubleshooting and resolution for a variety of IT issues. You will handle escalated tickets from Level 1 support, collaborate with other technical teams, and ensure minimal disruption to user operations. This role requires a strong understanding of IT infrastructure, excellent problem-solving skills, and a commitment to delivering exceptional customer service. You will contribute to maintaining high service levels and improving overall system reliability for our clients.
Key Responsibilities
- Provide advanced technical support and troubleshooting for hardware, software, network, and system issues, escalating to Level 3 when necessary.
- Resolve complex desktop, laptop, server, and application problems for internal and client users.
- Perform diagnostics, maintenance, and repair of IT equipment.
- Manage and prioritize service tickets, ensuring timely resolution and clear communication with users.
- Contribute to the creation and maintenance of technical documentation, knowledge base articles, and standard operating procedures.
- Assist in the deployment and configuration of new systems, applications, and hardware.
- Collaborate with other IT teams (e.g., Network, Systems Administration) to resolve cross-functional issues.
- Participate in on-call rotations for after-hours support as required.
- Mentor and assist Level 1 Helpdesk Technicians.
Required Skills
- Minimum 2 years of experience in a Level 2 IT support or similar role.
- Proficiency in Windows operating systems (Windows 10, Server 2016/2019).
- Strong understanding of Active Directory, Group Policy, and user account management.
- Experience with Microsoft Office 365 administration and support.
- Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
Preferred Qualifications
- CompTIA A+, Network+, or Security+ certification.
- Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
- Experience with virtualization technologies (VMware, Hyper-V).
- Familiarity with cloud platforms (Azure, AWS).
- ITIL Foundation certification.
- Experience with remote monitoring and management (RMM) tools.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- Retirement savings plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Modern office environment with collaborative workspaces.
- Employee recognition programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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