Job Description

Responsibilities:

• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
• Collective responsibility with the rest of the global support team to ensure the 24/7 telephone systems are effectively manned.
• Effective management of your personal ticket queue.
• Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving HW, SW or OS-related items (L1, L2 and potentially L3 activities).
• Basic Mobility Support (Primarily for iOS devices but also for occasional alternative products.
• IMAC Support (Install, Moves, Adds and Changes).
• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
• Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock.
• Knowledge Base Usage, Reference and Collective Improvement.
• Timely support of End User Issues or Requests.
• Effective management of hardware and software distributed to employees.
• Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate.
• Onboarding of new employees.
• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
• Understanding of various metrics reflecting the group\xe2\x80\x99s performance.
• Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
  

Requirements:

• At least 2-3 years\xe2\x80\x99 experience in the IT industry
• At least 2+ years in a customer service role
• At least 2+ years\xe2\x80\x99 related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
• Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
• Possess a strong technology background with the ability to execute a task or project to completion.
• Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
• Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
• Excellent teamwork skills and the ability to work unsupervised.
• Demonstrated performance and aptitude consistent with company core values and culture.
• Handles confidential and sensitive matters with tact and diplomacy.
• Understanding of ITIL principles.
  

HOW TO APPLY:

We regret only shortlisted candidates will be notified.

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