1. Provide basic technical support for a myriad of hardware, network, software, systems and
services used by the client environment which includes, but is not limited to:
- SAP
- Windows 7/10
- O365 (including basic SharePoint, Intune user management, basic Azure Portal)
- LAPS UI
- Active Directory
- SCCM
- Cisco Jabber
- Printers
- ServiceNow ticketing system
- Bomgar
- IBM Domino user administration, etc.
2. Active service level management
3. Troubleshooting multiple end-users simultaneously, both through remote computer management and over the phone
4. Cross-collaboration among multiple support teams for different systems and services
5. Provide training and serve as secondary resource for both tenured technicians and consultant teams as needed
6. Development of new processes and knowledgebase
7. Promptly and accurately track i----------- and requests including but not limited to entering data into the database
SKILLSETS:
1. Responsive and interactive over multiple forms of contact: telephone, email, and web chat
2. Proactive management of service level requirements
3. Intermediate knowledge of technical troubleshooting through remote computer management or multiple forms of communication
4. Agile and effective time and contact management
5. Quick but coherent decision-making process
6. Versatile workflow which allows quick adaptation to changes in processes
7. Possesses an agile and quick mindset for providing resolutions to complex issues in a timely manner
8. Comfortable in cross-cultural environments that consists of multiple nationalities
9. Intermediate knowledge of Microsoft's suite of business applications and other such systems
10. Effective communication skills both written and oral.
Verified
