Vacancy caducado!
- Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
- Train and mentor other team members on best practice solutions, etc.
- On-call Rotation (PIC).
- Troubleshoot local printer problems and coordinates maintenance for printers.
- Lead team projects, while continuing to balance day to day role.
- Identify and Research incident correlations and escalate accordingly.
- Identify and Communicate to team new ways to improve our quality of service.
- Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations.
- Provide complex and unique technical troubleshooting assistance to customers across business units.
- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
- Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment.
- Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
- Bilingual service in English/Spanish and some Portuguese a real plus.
- Excellent verbal and written communication skills.
- Excellent teamwork skills.
- Excellent technical skills.
- Excellent analytical, reporting and documentation skills.
- Dedication to customer service.
- Problem solving skills including triage and rapid decision making.
- Ability to logically adapt in any customer service scenario.
- Ability to manage to resolution a severe and pervasive outage.
- Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience.
- Minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment.
- Minimum of 4 years of demonstrated working knowledge of Active Directory administration.
- Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
- Minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting.
- Minimum of 4 years of demonstrated experience with IT Service Management tools, with a strong preference for Service Now.
- Minimum of 4 years of working within an ITIL methodology.
- Microsoft Certified Professional, A+, and Net+ certifications are preferred.
- Customer Service Oriented
- Critical Thinking
- Flexibility
- Operational Effectiveness
- Results Oriented
- Time Management
- Ability to sit at a desk and work on a computer for extended periods of time
- May occasionally lift and/or move up to 10 pounds.
- Vision abilities required by this job include close vision and ability to adjust focus
Vacancy caducado!