Tier 2 Technical Support (Voice/ Chat/ Email) - Modern Workplace Helpdesk - Remote

Job Description:

This is a remote position - *** the candidate must be in the United States.***

***A thorough pre-employment background investigation will be conducted before hiring/ onboarding process is completed. ***

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

About this role

As a level 2 technical support, the selected candidate will address issues which remain unresolved with level 1 technical support. They may do phone calls and respond to escalated chat and email requests to support customer operations and ensure level 2 technical support needs are met. In this role you will work closely with our customer and its employees. Being a self-starter who is comfortable with minimal supervision is essential to the success in this role. You will work to achieve the highest standards in customer satisfaction. The ability to work occasional evenings or weekends to meet the proposed delivery of overall service to our customer is the reality of this role.

What you'll do

• Supports customer operation and its employee with installation of basic hardware/software and networking components to meet personal computer needs.
• Diagnoses and troubleshoots basic problems with individual or multiple computer systems, maintains proper functioning; resolves issues including contacting and assisting vendors.
• Recommends hardware solutions regarding personal computers in assigned areas.
• Assists with computer studies, projects, and implementation of policies throughout area of assignment.
• Conducts diagnostic reviews and produces error reports as requested by customers to identify and correct any problems.
• Take escalated help desk telephones and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems by providing guidance regarding software and hardware problems.
• Resolves and/or research more complex technical problems through a defined knowledge management and escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Updates and tracks inquiries using an Incident/ Request and/ or Problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Recommend system enhancements, including but not limited to, desktop hardware and software applications, processes, and procedures.
• Resolves problems by following moderately complex scripts and knowledgebase.
• Provides technical services in support of project work; works with project teams to implement defined technical activities, such as distributing new personal computers or developing new software, in accordance with established guidelines and procedures.
• Provides basic or routine guidance and training to client population on system and products to eliminate recurring errors for smaller or standalone systems/products with minimal coordination.
• Supports documentation maintenance by updating information and changes as directed.

Work Environment

• This is a remote role.
• This role may require shift or weekend work.

Who you are

• 2 or more years of technical training in computer support and computer networking preferred
• 2 or more years of technical support experience
• High school diploma or General Educational Development Test (G.E.D.)

Must have skills

• Interpersonal and communication skills to interact with customers and team members
• Time management and organization skills to balance and prioritize work
• Analytical and problem-solving skills
• Team player

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team - globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

At DXC we put our people first. In managing COVID-19, our actions are focused on the health, safety and well-being of our colleagues and their families and our approach is to encourage and support masking, testing and vaccination. With our Virtual First strategy the majority of our workforce now works remotely and will continue to do so. We recognize that requirements and availability around masking, testing and vaccination vary by location and we continue to monitor and conform with government regulations and customer requirements specific to each location.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $29,800 - $44,600.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link

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Please note: DXC will respond only to requests for accommodations due to a disability.