IT/Programmer

100% Service Desk Phone Support.
Responsibilities

 Provides basic to complex support on a broad range of infrastructure products, including network components. Has a subject matter expertise in certain areas. Escalates problems appropriately. Monitors and maintains ownership of tickets to ensure problem resolution.
 Troubleshooting: Troubleshoots moderately complex issues/problems specific to a broad range of infrastructure products and networking components. Documents solutions. Practices proactive knowledge sharing.
Solution Research: Researches trouble issues in the Knowledgebase and on the internet.
 Customer Relations: Interacts with clients in a courteous and professional manner. Builds business relationships and shares knowledge with customers.
Vendor Technical Support: Work with vendor technical support personnel facilitating restoration of service on behalf of the customer. 
Solution Development: Proactive in the identification, development and communication of incident management solutions. 
Service Desk Improvements: Identifies process improvements and Service Desk success stories to be shared in the organization. Participate in all team activities that enhance the quality or efficiency of the Service Desk. 

Call Handling: Manage call volume per defined Service Desk metrics. Asks pertinent triage and troubleshooting questions to provide timely restoration of service.
Incident Handling: Documents and handles calls as defined in the Service Desk Policies and Best Practices. Monitors and maintains ownership of tickets to ensure service restoration. Escalates incidents appropriately.
 Business and Technical Knowledge: Understands the importance of support and how it affects the clients business drivers. Demonstrates awareness of business changes and priorities. Attends training to keep current with latest technologies and changes within the business. Understands internal organization and operation. Takes initiative for self development.
 Mentor/Coach: Mentors less experienced personnel in their areas of expertise. Strives to become a subject matter expert to increase the effectiveness of the team.

Skills and Knowledge

 Excellent customer service and interpersonal skills: telephone etiquette; positive team interactions
 Ability to adhere to customer service expectations, standards and procedures e.g.: ITIL, as well as to help others interpret policy
 Thorough understanding of ACD system; Remedy/Peregrine system; Remote Diagnostics; Knowledge Management system
 Excellent organizational and time management skills
 Strong oral and written communications (technical and non-technical)
 Demonstrated problem-solving skills; experience with problem management in multiple locations, including remote locations
 Proactive with a focus on root cause analysis
 Broad range of infrastructure and business knowledge

Experience

 2 to 4 years experience in IT Infrastructure Support.
 Experience in multi-platform environments