As a Technology Support I team member of our Technology Operations team, your initiative and creative problem-solving will help propel global innovation in technology and business. 
Working with a team of motivated collaborators, you'll develop and implement strategic technology solutions, ensuring the successful integration of network systems and applications servers into existing and new technology infrastructures.  

You'll play a key role in the care and support of customers, including proactive incident monitoring. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.  

  

Job responsibilities

 

Provide Level 2 Remote Desktop Support on a First-in-First- Out basis or other documented and approved ticket routing strategic solutions.Troubleshooting and Diagnosing Desktop Support issues. Clearly communicate strategic solutions to employees.Escalate tickets to required Support Teams, Vendors and Team ManagersEffective ticket management to meet defined Service Levels. Follow-up on all open and pending ticketsUtilize standard IT Support collaboration tools. Example – ServiceNow, Instant Messaging, Outlook, and Knowledge BaseIdentify persistent problems, working with wider teams and tracking resolution.Look for service improvement and ticket reduction opportunities.Ensure QA controls and policies are always adhered to.

 

Required/preferred qualifications, capabilities, and skills:  

Microsoft Office, Compute (VDI), Remote Connectivity Products, Security, Voice Support, Mobile devices, MacOS etc.

Ability to identify problems, troubleshoot and deliver strategic solutions to clients.

Genuine interest in continuous feedback, learning and growth opportunities.

Effective collaboration and communication to achieve common goals and maintain a company standard of excellence.

Strong analytical and problem resolution skills

Experience working in a high-pressure customer facing environment. 

Excellent interpersonal, written, and verbal communications skills at all levels

Familiarity with Ops KPIs such as CSAT, QA, response time, 

1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.

Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud

Advanced English skills