IT Specialist II job vacancy - Job Vacancies in USA

Vacancy expired!

Providing support to clients (via chat, email and phone) regarding a wide variety of technical issues and different types of requests.Logging remotely to client's computer and help them solve the technical issues.Documenting issues that you deal with daily into the ticketing system.Troubleshooting hardware, software and network related issues.Collaborating with L2 and L3 Service Center support groups in order to find the best solutions to resolve the tickets at L1.Help the client with all the necessary information throughout the ticket lifecycle.Will act as subject matter expert on tools, programs and applications unique to the client environment.Will act as the go-to resource who helps resolve complex issues.Provide training to consultant teams and end users as needed.Ensuring that KB articles are accurate and sufficient for 1st level support.Where necessary, writing, amending or removing KB articles.Ensuring and coordinating adequate level of understanding within the Service Center to ensure issue resolution.Participate in the creation of training material.Track and document process changes and ad hoc reporting requirements.Lead continuous improvement actions.Train, mentor, and coordinate the activities of other members of the team. An ideal candidate would be: Self-Starter - Motivated and comfortable to work on their own initiative with minimal direction.Networker - Comfortable forming their own networks of experts to work with and learn from.Connector - Connects other in their team to appropriate resources.Problem Solver - Loves to tackle new and complex problems.Collectively Driven - Focus on team performance over individual performance.Collaborator - Works with people of all levels and skills to deliver and celebrate successful outcomes.Communicator - Excellent and confident communicator with other.Knowledge Seeker - Constantly seeking out new information and knowledge.Innovator - Identifies, shares and works to implement new ideas and ways of working.Knowledge Sharer - Actively promotes and shares knowledge with colleagues. A brief description of the E2E approach:Colleagues enter through support via standard method - utilizing L0 material before contacting the Service Center.If the ticket requires escalation to L2 Support or beyond the Service Center, the agent retains ownership of the ticket and works collaboration-based rather than escalation based.Tickets are managed end to end by Service Center including updating, resolving and customer communication. If additional support is required, this is again coordinated via the Service Center.

Motivation for learning new information Ready to acquire new skills (communication skills, technical skills etc.)A team player that shows adaptability, flexibility and perseverance in managing a good working relationship with clients and colleagues.Willingness to help people in having continuity in their computer-based activity.Previous successful customer service experience is considered an advantage.Strong written and oral communication skills.Able to communicate problems/issues to customers in a non-technical manner.Prior experience as a Service Desk agent.A keen interest in new technologies, ability to learn quickly and high level of motivation.Prior support of clients users and the client environment.Attendance and schedule adherence are requirements of this position.Level of Knowledge, Skills, and Authority:Knows and applies advanced concepts, practices and procedures of particular field of specialization.May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position.Under minimal supervision, performs work that is varied and that may be somewhat difficult in nature, but usually involves limited responsibility.Resolves most questions and problems, and refers only the most complex issues to higher levels.The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Vacancy expired!

ID	#46008784
State	Iowa
City	Davenport
Job type	Permanent
Salary	USD Market Market
Source	Stefanini
Showed	2022-09-26
Date	2022-09-25
Deadline	2022-11-23
Category	Et cetera
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Job Details

IT Specialist II

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