IT Customer Services - Remote / Telecommute

We are looking for

• Highly developed support for individual contributors.
• Works autonomously.
• May act as a mentor to lower level peers and provide guidance on tasks.
• Makes recommendations for solutions.
• Works on assignments requiring judgment and initiative.

• Coordinates, diagnoses and troubleshoots incoming end user requests.
• Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: Âapplications, workstations, conference rooms, collaboration services, and network services.
• Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs).
• Provides case status updates to management and end users.
• Supports and maintains effective relationships with end users.
• Maintains and updates records in tracking databases within established SLAs.
• Alerts management to emerging trends in incidents, problems, or issues.

• Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information requiring explanation or interpretation to understand and reach agreement.
• Makes recommendations for solutions.

• Work is structured within identified boundaries and procedures.
• May work on assignments requiring judgment and initiative.
• Uses knowledge and experience to resolve issues.

• Works to achieve operational targets within the job area which has an impact on the overall achievement of results for the team.
• Work is of larger scope, typically on less structured task-related activities requiring judgement.

• Requires highly developed job knowledge/skills.
• Requires a High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 4 years of prior related experience.