Key Accountabilities
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities :
Installing, supporting, and troubleshooting approved computing software
Provide troubleshooting for supported hardware and escalate when local support is required
Correctly route incidents and requests in a timely manner to proper support tiers
Provide support services to employees with technical problems and information technology issues involving desktop, laptops, network services from local personnel or from employees using network remote access tools
Ensure team’s performance in timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
Provide higher level technical support serving as an experienced service engineer who can guide team members with incident resolution and customer escalations
Utilizes good judgment when implementing methods, procedures, and techniques for obtaining solutions while providing guidance to other personnel
Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
May own the development of information technology projects
Recommend hardware and software solutions when applicable
Manage personal work load with little day-to-day supervision
Work within team to assist coworkers in discussions regarding client support
Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers. This includes the following activities :
Consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams
Able to communicate highly technical information to both technical and non-technical personnel
Provide Case status updates to management and end-users
Provide phone support and diagnostics to remote customers
Participate in training programs designed to educate customers about basic and specialized applications
Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support
Asses day-to-day activities to minimize customer down-time ensuring customer satisfaction and productivity
Analyze trends and develop incident resolution plans
Mentor Remote Service Engineers to reach departmental and individual goals and objectives.
Act as team escalation point for service failures
Knowledge and understanding of the IMS
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