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 Apply Job!