EPPIC24 Technical Helpdesk Onshore Supervisor

$61,600 - $80,000/Yr

Conduent - Florham Park, NJ

Full-time - Mid Level

Florham Park, NJ

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The EPPIC24 Technical Helpdesk Onshore Supervisor at Conduent is responsible for leading a dynamic team that provides technical help desk support for medium to large transaction processing systems. This role involves managing customer escalated issues, ensuring effective communication, and maintaining operational efficiency in a 24x7 environment. The supervisor will oversee ticket management, coordinate with various support levels, and ensure adherence to documented procedures while fostering a culture of teamwork and customer service excellence.

Responsibilities

• Manage a team that works in a 24x7 schedule, including day and night shifts.
• Ensure team responds to phone, email, and systematic alerts and monitoring per documented procedures.
• Create and manage tickets for service requests, alerts, issues, and incidents, following through until service is restored.
• Research and resolve alerts, problems, and incidents as they occur.
• Collaborate with Operations Management, Level 2 and 3 support personnel to resolve problems and incidents.
• Work in a multi-system and multi-platform environment.
• Coordinate with application support staff to ensure monitoring of production systems.
• Follow procedures for processing batch files, troubleshooting file movement, and reporting errors.

Requirements

• 3+ years of prior experience in a technical helpdesk role required.
• Solid working knowledge of Linux (command line).
• Intermediate knowledge of networking concepts and commands.
• Understanding of connectivity, firewalls, and proxies preferred.
• Ability to utilize computer operating systems utilities.
• Strong communication, customer service, organizational, and troubleshooting skills are essential.
• Excellent oral and written communication skills, with the ability to work in a team environment.

Nice-to-haves

• ITIL Service Management knowledge desirable.
• Previous help desk or service desk experience or customer support experience.

Benefits

• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO) or vacation or sick time