Responsible for providing technical support as first level of support to maintain the organization's systems software to ensure optimal performance so that end users can maintain a high level of productivity.
Job Responsibilities
- Ensure prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system / web portal).
- Create, Update, and Close tickets in the Limited time to achieve SLA.
- Determine impact and urgency of an incident and support request in order to determine priority.
- Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
- Record all outages within the ticketing system and send communications as appropriate.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Provide basic “how-to” training to end users and Maintain Active Directory data integrity.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
Bachelor's degree in a relevant field.1-2 Years of experience in related field.Proficient in Office Suites, Trend, various Adobe products, Internet Explorer, Cisco VPN, and MS Outlook with MS Exchange for end users.Must have experience in managing complex business applications relating to customer service in a high availability environment.SAP support experience preferred.English Intermediate Level.Ability to work in different locations.