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IT Support Engineer Mid IRC225327

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Job ID: IRC225327
Date Posted: Jun 22, 2024
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: GlobalLogic
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full-Time
Remote: Yes

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Department/Project Description

A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity.

The goal is to create a SaaS product from the ground up in a public cloud framework.



  • Minimum 2 years' experience supporting PCs, Macs, phones (iOS and Android), network equipment, and related peripherals.
  • Solid knowledge of end user PC software, host applications and hardware capabilities including but not limited to, Windows, Office, VMWare, Wireless tech, and Cisco VPN.
  • Familiarity with Virtual Desktop Infrastructure (VDI) is a plus.
  • Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities.
  • Ability to clearly communicate in English with users, co-workers, application developers and IT personnel both verbally and in writing.
  • A self-starter and team player, customer service oriented and someone who can multi-task. Can work independently as well as in a team environment.
  • Passion for learning about technology.

Job Responsibilities:

Job Summary

The IT Services Technician provides customer-focused, single-point-of-contact for quality IT services and support. This position is also responsible for receiving, prioritizing, diagnosing, addressing, and escalating support requests from on-site and remote users company-wide. Support includes but is not limited to PCs, Macs, VDI, mobile and desk phones, network equipment, and related peripherals. This position will report to the Manager, IT Service Desk.


  • Support PCs, Macs, mobile phones, network equipment, and related peripherals.
  • Receive and log IT support requests from users received via phone, email, and the ticketing system.
  • Constantly prioritizes requests based on business needs.
  • Follow up with users, conveying solutions and facilitating their implementation.
  • Escalate highly technical problems to more senior IT staff to facilitate expeditious user resolution.
  • Receive escalated requests from more junior staff.
  • Work with third party providers to troubleshoot, diagnose, and resolve/repair issues.
  • Maintain the integrity of IT request database through accurate and timely updates.
  • Complete assignments using established policies and standard operating procedures.
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the users on the network.F
  • Flexibility in adjusting to the adjustment of priorities based on business needs.
  • May assist in building machines for new hires and existing employees.
  • May assist in writing, updating and distributing end user documentation and IT Service desk standard operating procedures.
  • May prepare routine reports that provide insight into IT requests, their resolution and emerging patterns

What We Offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what's possible, and accelerate their transition into tomorrow's digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
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