General Summary:
'Responsibilities:
1. Act as the primary point of contact for escalated technical issues from analysts.
2. Provide advanced troubleshooting and technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
3. Diagnose and resolve complex technical issues related to operating systems, software applications, network connectivity, and hardware components.
4. Perform root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.
5. Collaborate with other IT teams to escalate and resolve issues that require specialized expertise.
6. Maintain accurate records of all service desk activities, including incident reports, service requests, and knowledge base articles.
7. Develop and deliver training sessions to analysts on new updates and changes.
8. Effective participation in IT projects and initiatives aimed at improving Service Improvement as well as process improvements.
9. Proficient in Coaching, Mentoring, and Conducting Quality Audits.
'
1. Willingness to work 24x7x365 support model.
2. Strong knowledge of IT service management frameworks such as ITIL.
3. Proficiency in troubleshooting expertise in Windows OS, 10/11, Understanding of Linux/MacOS, M365, Intune, Basic Networking, Active Directory, and remote support tools.
4. Strong customer service orientation and a commitment to delivering high-quality support to end-users.
5. Excellent verbal and written communication skills with the ability to convey technical concepts to non-technical users.
6. Ability to work independently with minimal supervision and as part of a collaborative team.
7. Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
8. Experience with ticketing systems such as ServiceNow, Jira and other CRM tools
'1) Bachelor’s degree required
2) Minimum of 5 years of experience in a technical support role, with at least 2 years in a senior or lead capacity.
3) Customer service, technical training and/or industry standard certifications preferred
4) Contact Center experience will be a plus
Minimum Qualifications:
Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).
Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.
To all Staffing and Recruiting Agencies:Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.
If you would like more information about this role, please contact Qualcomm Careers.