Vacancy expired!
- Quickly and accurately assess the impact of an escalated issue and prioritize accordingly
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
- Drive problem investigations and resolutions for multiple on-going escalations
- Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
- Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs
- Serve as an internal escalation point
- Regularly mentor team members and maintain a positive work environment
- Drive down mean time to engagement and communication for all tickets
- Identify any common issues or trends and suggest enhancements for long term correction
- Ensure consistency of existing systems by enforcing standards/procedures for implementing technical solutions
- Find and escalate issues that have not been resolved in a timely manner and/or appear to be abandoned
- Document customer networks where needed
- Be a champion of elevating the Support Team technical aptitude by performing individual and team training sessions
- 5+ years IT support experience with Hardware, Software, and Networking technologies
- Experience supporting and troubleshooting complex technical IT issues
- IT certifications preferred
Vacancy expired!