Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Participate in Corp events and facilities work as relating to IT
- Participate in various Corp IT projects
- Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance
- Work closely with local management and Facilities
- Monitor and respond quickly and effectively to requests received through the ticketing system.
- Properly escalate queries as necessary
- Participate in the installation and management of local IT Services including Servers, and network devices.
- Work closely with Tier 2 and 3 engineers for escalations and ensure two-way communication with local staff is established
- Walk customers through problem solving process.
- Follow up with customers, provide feedback and see problems through to resolution
- Document related processes and procedure and share them in the centralized IT document repository
- Participate in local onboarding and offboarding of staff.
- Utilize excellent customer service skills and exceed customer expectations
- Ensure proper ticket recording, documentation, redirection and closure
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of operation procedures, products and services
Knowledge and Experience
- Proven working experience providing first level support for employees
- Working knowledge of ServiceNow and remoting tools (RDP, Bomgar, etc.)
- Minimum 2+ years of experience supporting Windows and Mac environment.
- Strong knowledge and experience working with Office365 and Microsoft solutions i.e. SharePoint, OneDrive, etc.
- Knowledge of imaging technologies.
- Strong knowledge and experience with Laptop and Macbook OS and hardware.
- Knowledge and experience with mobile solutions such as Intune.
- Knowledge and experience supporting collaboration tools such as Zoom client, Zoom Rooms, Webex and Microsoft Teams.
- Strong client-facing and communication skills.
- Advanced troubleshooting and Multi-tasking.
- Knowledge on supporting printers, network equipment and local hub rooms.
- Understand Active Directory and SSO and multifactor authenticators.
- Understand the basics of client connectivity: VPN, DHCP, TCP/IP, etc.
- Strong customer service and troubleshooting skills
- Experience working with medium to large global corporations in IT Support functions is desired.
- Demonstrated ability to always maintain a customer-service focus and attitude.
- Worked with global teams based out of US and Europe
- Must be able to remain calm in pressure situations.
- The ability to simplify complex technical solutions and convey them to end users.
- Must be able to adapt quickly to a constantly changing environment
- Willingness to learn and adapt new technologies.
- Proactively address new and emerging problems.
- Due to the nature of the job, some level of flexibility for after-hours support, may be required from time to time. Might need to work on Saturday or Sunday on need basis for change execution.
- Ready to work in rotational shift to provide 24X7 support.
