Role Responsibility
Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
Create and publish knowledge articles to assist teams during incident resolution
Identify opportunities to improve service delivery and communicate with technology teams to implement
Ability to think and communicate effectively in time-sensitive, challenging environments.
Solid experience working collaboratively within a team environment.
Experience working with key stakeholders to ensure alignment of technology initiatives with business needs.
Expertise in many disciplines of information technology including client management, risk management, basic network knowledge, security, hardware, and system interoperability.
Identify and refine processes and procedures geared towards maximizing efficiencies to improve services to the business.
Getting involved with projects and providing updates in team meetings.
Follow the sun support model and handover of outstanding issues/outages.
Participate on on-call support on a scheduled basis.
Motivated, with a positive (can-do) and enthusiastic attitude.
Must be flexible in approach to work content and responsibilities
Experience, Skills & Knowledge Required:
Excellent organizational skills with the ability to priorities
Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
Demonstrate track record with vendor management collaboration and adhering to established SLA parameters.
Strong collaboration skills, customer service skills, and the ability to lead effectively across boundaries.
Strong analytical/problem solving skills
Troubleshooting and configuration skills
In-depth knowledge of hardware and software including MAC devices, OSX, and JAMF.
Strong knowledge of Microsoft Product (Office, Teams, Windows 10).
Understanding VDIs Infrastructure (Citrix Based – Xen Desktop)
Understanding SCCM (Management of Windows devices) and O365
Understanding of new systems and technologies
Technical know-how of IT products and services
Excellent communication and customer service skills
5+ years’ experience in providing technical support.
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