Job Description : Qualifications :
At least 4 years’ experience in deskside technical support, both HW and SW with good exposure on network and server infrastructure.
Able to communicate well on all level, handle and coordinate escalations to proper channels.
Job description :
Provides an on-site technical support for all user incidents and service request both HW and SW.
Provide second level support when remote support is not successful by managing the day-to-day support interface between end users and service providers.
Part of the escalation team that cannot be resolve by L1 and remote support.
Dispatching to a third party as necessary, usually when the problem requires a parts replacement or change to software code, environment or scripts.
Third party could be i.e. a support group internal or a third party vendor.
Provide Hands and Eyes’ support to infrastructure team.
Incident Management : Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.
Change Management / Implementation : Independently implement changes / solutions to meet customer and / or trade / the company Information Technology infrastructure needs within area of technical responsibility.
Patch and Security Management : Apply patch and security changes per policy.
Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design : Understand the company solutions set and be able to apply these solutions to meet customer and / or trade infrastructure needs within area of responsibility.
Quality : Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc).
Project Management : Participate in customer and internal projects, including transformation.
Customer Relationship Management : Set expectations with customers and / or internal businesses / end users within defined parameters.
Teamwork : Work as part of a team, which may be virtual and / or global.