Bachelor's degree in Computer Science or related field
IT Industry certifications to understand infrastructure, IT Operation (e.g. ITIL, CCNA, AWS, MCSE, Linux, Mac and Windows Operating system)
5+ years of experience in IT service desk support, including experience in a senior technical support capacity
Strong analytical and problem-solving skills
Knowledge of ITSM tools such as ServiceNow, JIRA.
Advanced knowledge and hands-on troubleshooting of Windows, MAC, iOS and Android operating systems, collaboration tools, and end user applications
Knowledge in Office365, Active Directory, hardware and software, telephony, audio-visual equipment, and networking.
Advanced Knowledge on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, etc.
Experienced with Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
Experience with Powershell/bash scripting is desirable
Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
Clear and professional verbal and written communication to customers and management.
Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues.
The successful candidate will exhibit the following traits:
Analytic Ability: Makes well-reasoned, appropriate decisions based on analysis of highly uncertain input or outcomes; Integrates information from a variety of sources, quickly, to arrive at a broad understanding of issues; Approaches problems or issues systematically, looking for connections, trends and potential causes.
Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality while achieving results in a timely manner; Surfaces problems, issues and solutions with speed and accuracy; Holds self and team accountable for outcome.
Communication: Prepares and delivers coherent, highly credible and engaging presentations that have impact; Writes technical concepts and information clearly and thoroughly for technical and non-technical audiences; tailors communication style and content to the audience.
Creativity & Innovation: Demonstrates initiative, creativity and innovation to drive more effective design and process ideas to fruition within or outside their area of discipline; Demonstrates an entrepreneurial perspective by envisioning, aggressively pursuing, new and innovative ideas and approaches to achieve business unit objectives; Leverages leading-edge technologies, processes, tools and practices to contribute to the organizations future.
Decision Making: Chooses the best alternative(s) based on a review of pros, cons, trade-offs, timing and implications; Evaluates the consequences and implications of alternatives, actions or decisions at a work group level; Makes timely decisions on problems/issues requiring immediate attention. Supports the speed and quality of decision making.
Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers; Advocates for positions firmly, but appropriately, without pushing or compromising positions too much; Presents a persuasive rationale for positions; Deep customer empathy - listening to customer, establishing long standing relationship and trust. Follow through to customer resolution; maintains customer satisfaction and loyalty; Gathers and internalizes rich customer feedback, using it to generate innovative solutions that fill core or future needs; Addresses customer needs by involving the right people at the right time.
Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity and mistakes; Seeks opportunities to learn from new discoveries, innovations, ideas and ways of looking at things; readily and resourcefully adapts to changing needs, conditions, priorities and opportunities.