IT Operations Technical Support I

Requirement ID 80548 Location* Remote Duration* 6 - 9 months Job Description* • Interact with customers, via multiple communications methods, per established customer service and quality guidelines

• Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
• Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems.
• Demonstrate the ability to appropriately escalate issues.
• Ensure ticket documentation is accurate and thorough.
• Maintain ownership of workload
• Identify recurring incidents and trends and escalate appropriately.
• Take applicable/assigned training courses.
• Ensure the knowledgebase is kept up to date.
• Adhere to documented personnel and department guidelines and policies.
• Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
• Perform other related duties as assigned.

What We Look for in a Candidate Ø Technical Requirements

• 1 – 2 years’ experience supporting customer end users via phone, email, chat or self-service portal.
• Providing support for:
• Basic connectivity to Internet and/or VPN, Ethernet or WiFi
• Basic knowledge of Active Directory/Azure
• MS Office troubleshooting and basic how-to support
• IE: Outlook configuration and troubleshooting
• Operating Systems:
• Basic knowledge of MS Windows and remote troubleshooting of PC or Laptop devices
• Basic knowledge of troubleshooting issues regarding web sites and/or browsers
• Basic understanding of Internet Security and Antivirus
• Know how to spot SPAM and Phishing attempts
• Ticketing Systems – Experience or knowledge of ServiceNow ITSM tool
• Additional Nice To Have Skills/Basic Knowledge of
• MAC/iOS
• SAP
• Oracle

Ø Soft Skill Requirements

• Excellent Customer Service & Attitude
• Excellent English listening/understanding, verbal, and written communications
• Team Player/Mentor
• Excellent contact control, analytical and problem solving
• Proactive and Accountable
• Possess a sense of urgency and maintain stress awareness/management
• Ability to multi-task while being attentive to the customer
• Adaptability, Flexibility, Innovative/Creative Solutions
• Desire to learn, and maintain/enhance knowledge
• Readily accepts feedback, mentoring, and coaching

Education or Equivalent Experience:

• Bachelor’s degree in information technology or equivalent education in related fields and/or 1 - 2 years IT customer service experience or other pertinent related experience

Position Objectives:

• Following the corporate vision, mission and principles
• Provide Customer with an outstanding service experience
• Contribute, in a positive way, toward meeting/exceeding service level agreements and organizational performance metrics

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