Answer, evaluate and prioritize incoming requests for assistance from end-users experiencing problems with hardware, software and networking issues.
Ensure a timely resolution of incidents according to the established SLA's.
Provides excellent customer service for channel - telephone, voicemail, email or walk-ins.
Effective utilization and maintenance of a ticketing system - thorough documentation, appropriate impact, urgency, CI and Assignments Groups.
Help identify and analyze trends in incidents and escalate to Senior Technicians / Client Support Manager / Support Group.
Execute the Problem Management Process may require support of a Sr Technician.
Look for process improvements and work with Senior Technicians to execute them.
Build and maintains solid working relationships with key contacts from different departments.
Participate in special projects within the team and the IS organization, as assigned.
Remain proficient in technologies supported by the Client Support Center
Maintain clear, accurate and up to date information of the knowledge database.
Lead Alignment Team meetings with key stakeholders. Share documentation and feedback with the team.
Help with the training plan of new Technicians.
Health and Safety Requirement : Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures, reporting unsafe conditions or at-risk behaviors to leadership, and conducting work in a safe manner.
Those in a leadership role are also expected to model safe behaviors, evaluate risk, and ensure that risks are reduced to acceptable levels.
Education Level : 2-Year Technical Degree
Years of Technical Experience : 1+
English Level : C1
Skills and Qualifications :
Intermediate knowledge of desktop environment, applications and various computer and network platforms.
Advanced English communication skills (written, spoken, listening).
Adapt easily to the technical level of the end user when communicating with them.
Good understanding of the business function which is being supported.
Excellent customer service skills, which can include dealing with difficult people.
Work well in a changing environment, high adaptability.
Build effective working relationships with others in local / remote locations. Good team player.
Continuous process improvements mindset. Bias for learning.
Experience with administration tools such as mobile devices, network, security and server management.
Proficient in Microsoft products such as Outlook, SharePoint, OneDrive.
Certifications such as : HDI Support Center Analyst, ITIL, CompTIA A+, MS certifications or similar are a plus.
If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals.
Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.