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Interview Assessment Notes
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1. Could you introduce yourself and tell us about you? Your current/recent jobs and employers? Previous companies and jobs?
He has been working in the IT industry for nine to ten years, with the last six to seven years as a freelancer. He has extensive experience in L1 and L2 support and helpdesk support, working with multiple managed service providers.
He holds industry-recognized certifications in cloud and system administration, demonstrating his expertise in server management, domain controllers, Office 365 administration, and server migrations. Additionally, he has hands-on experience in desktop support, efficiently handling various ticketing systems.
His responsibilities include receiving and resolving tickets via calls, chats, and screen-sharing sessions, ensuring compliance with service-level agreements (SLAs). He is also skilled in documentation tools and remote management platforms for troubleshooting and system monitoring.
Furthermore, he possesses strong knowledge of cloud services, including Azure and AWS, adding to his extensive technical skill set.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
His strongest skills lie in server-side support and resolving issues promptly to minimize downtime for users. He excels in troubleshooting and providing immediate solutions, ensuring seamless IT support. Additionally, he has expertise in cloud services, efficiently managing and maintaining cloud-based infrastructures to optimize performance and reliability.
3. Do you have XXXX (Key Criteria 1)? If so can you tell me more?
He has extensive experience working with various ticketing tools, including JIRA, Ninja, Xendex, and ServiceNow. Throughout his career, he has actively utilized these platforms to manage, track, and resolve IT service requests efficiently. His expertise in handling ticketing systems has enabled him to provide timely support, ensuring that issues are resolved within the expected SLA (Service Level Agreement) timeframe.
Although he has not used Secure ID extensively in his previous roles, he is familiar with its functionality and purpose. He has researched and gained an understanding of how Secure ID works, particularly in the context of authentication and security measures. Given his extensive experience with managed service providers, he has worked with a variety of security and authentication systems, allowing him to adapt quickly to new tools and technologies as required by the organization.
Regarding ITIL (Information Technology Infrastructure Library), he does not hold a formal certification; however, he has practical experience applying ITIL principles. His experience working with managed service providers has allowed him to develop a strong understanding of ITIL processes, including incident management, problem management, change management, and service request fulfillment. He has been involved in resolving IT issues efficiently, minimizing downtime, and ensuring smooth operations in line with ITIL's best practices. His ability to follow structured IT service management methodologies has helped streamline IT support operations, enhance service delivery, and improve overall customer satisfaction.
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Recruiters
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Employment Agency
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Silicon Valley Associates Recruitment.
907, 9th Floor, Silvercord Tower 2, Tsim Sha Tsui. Kowloon, Hong Kong
25F, Central Plaza, Xin Tian Di, Shanghai
Ubi TechPark #01-08, Singapore
Sunshine Technology & Innovation Centre, No.1003 Nanxin Road, Nanshan, Shenzhen
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Job-Seeker Agreement
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The Candidate has agreed that Silicon Valley Associates Recruitment may disclose their profile to potential employers for the purpose of seeking new employment.
Silicon Valley Associates Recruitment will never charge any fees from job-seekers.
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Employer Terms
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General Terms and Conditions apply to all requests, offers, and agreements regarding the provision of services, and are available upon request.
These can be sent to you on request or can be found on our website: svarecruitment.com.
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