The Systems Support Professional represents the front end of the organization and is key to delivering best in class resolutions for our customers and their employees/members.
The selected individual will demonstrate confident and appropriate communication skills both verbally and electronically. They must posses the ability to prioritize and multitask to ensure all customers receive a consistent level of assistance and customer service.
Responsibilities:
- Provide remote service assistance through the use of various web-based remote support tools when necessary.
- Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
- Process service tickets and assign to appropriate onsite technicians, or customer-specific internal service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Monitor, record and troubleshoot customer backup status if necessary.
- Work rotating shifts as scheduled by the Service Desk Manager.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Requirements:
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.)
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.)
- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Strong overall communication skills
- Ability to provide generalized end‐user training.
- Ability to communicate technical concepts and issues to non‐technical individuals.
- Demonstrated technical learning and understanding competency.