CompuCom Systems Support Tech - Night Shift in Plano, Texas
Provide L2 support for the following teams:
Collaboration Operations for products and technology such as: Exchange, Outlook, SharePoint, Enterprise Vault, ProofPoint, BOX, Jabber, Yammer, Slack, Microsoft Office, WebEx, Video Conferencing.
Content Management for KnowledgeLake, Captiva, IndexPlus, and Documentum
This is a night shift position.Shift will be 12 hours / 7pm-7a with rotating weekend coverage.
SCOPE OF RESPONSIBILITIES:
Create and/or update technical and procedural documentation utilized by the team, L1, and L3
Assist in training new and existing team members
Document all events and actions occurred in the client's Remedy database
Monitor server system alerts and take appropriate action
Collaborate with multiple internal and external teams for support and/or project scope
Resolve end user customer issues via email, phone, IM, xMatters page, or Remedy incident ticket
Identify repetitive issues in the Client's environment and collaborate with L3 for problem management
Ensure clients’ needs are met in a timely and cost effective manner
Track & manage contemplated change notices and change orders in the Remedy database
Communicate ideas for improving company processes with a positive and constructive attitude, and for developing this attitude in others
Keep the Manager, Team Lead, and others informed about major issues that may impact client relations
Participate in a rotational pager
Additional tasks or duties will be subject to change based on the direction for the Team Lead and/or Manager
1-2 years of related experience.