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  Update worklogs  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 Office skills (Outlook, Word, Excel, Powerpoint etc) • 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 • Strong Customer service skills • 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 To know more about this position please contact; Elaine Locsin 973-867-0440