Job Description

Responsibilities: Dedicated IT desktop support to VIP users. Responsible for the analysis of customer issues to provide timely resolution Responsible for Level 1 support for core/business applications. Responsible for Level 2 desktop support such as assessing user needs, defining technical problems, and collaborating with engineering team to determine solutions as well as implementing the solutions. Initialize case escalations as part of the resolution process and Interface with Tier 2 support Responsible for providing technical leadership and training for lower-level technical support analysts Ensure customer satisfaction, eliminate downtime by applying discretion to effect timely solution of problems Create and maintain technical documentation on system support models, common issues, and solutions.Experience: Must possess skills necessary to troubleshoot complex problems, analyze possible root causes, and educate customers to perform troubleshooting Ability to prioritize tasks and manage own workload in a timely manner as well as make timely decisions, while meeting team goals and business needs of the organization.Education: Academic: Bachelor's degree in Computer Science or in a related field is preferred Professional Certification(s): Industry-specific certification in relevant computer languages or software may be required Min 3 years of relevant experience involving technical knowledge of a companies' products and services
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