Management level definitions
Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope.
Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action.
Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.
Education and Experience Required
Vocational : apprenticeship / certification completion. May be technical or non-technical. May include on- the-job training in addition to studies.
In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree : first attainable degree at the post-
high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE A’ level (Singapore), etc.
or equivalent experience.1-3 years experience in relevant technologies and customer environments.Relevant industry qualification where applicable.
Knowledge and Skills
Excellent verbal and written communication skills in language to be supported.Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.Superior customer service skills.Phone and remote support experience.
E-support experience and knowledge .Understand the customer to be an advocated for the customer