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.
- 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
- 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