Job overview
under general supervision, provide remote second-tier information technology (it) support to end-users, to restore service and / or identify and correct core problem.
essential functions
• recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems.
• escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• adhere to established it policies, procedures and standards and ensure conformance with information systems, goals and procedures.
• provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction.
• provide training to end-users when indicated.
• provide guidance to less experienced service desk staff in areas such as problem resolution, communication, etc.
• maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of service desk and it operations procedures related to client services.
• perform other duties as required.
• may be required to perform duties outside working hours. This will be managed according to the applicable country legislation.
qualifications
• bachelor's degree in computer science or related field req
• experience of pc software (microsoft operating systems and applications suites, email systems, etc.) within a network environment or equivalent combination of education, training and experience req
• working knowledge of microsoft server, workstation and networking technologies. Intermediate
• working knowledge of industry standards with regards to system and network administration. Intermediate
• possess excellent verbal and written communication skills. Intermediate
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