IT Support SpecialistKey requirements are end user computing L1 / L2 / L3 support (Desktop / Laptop / Mobile / Virtual Meeting Tech Audio & Video); WiFi Network Support; These can be 3rd party or employees.
Responsibilities include providing hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users, classifying service calls according to specified options, routing problems to 3rd level IT support staff using knowledge base articles, coordinating with level 3 and support staff that provide hardware / software / network problem resolution, using the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's, responding to telephone calls, email, instant messages, and assigned tickets from incident dispatchers, assigning work orders / incidents to appropriate support teams if necessary and following up until resolved, responding to and diagnosing problems through discussions with users, troubleshooting client software and basic network connectivity problems remotely using remote access tools, identifying, evaluating and prioritizing customer problems and complaints, participating in on-going training and departmental development, maintaining quality standards for incident documentation and phone calls.Skills include being customer-focused, having thorough knowledge of troubleshooting remote access issues, excellent communication skills (active listening skills), being able to articulate and speak with a clear voice, diplomatic and having interpersonal skills, understanding the business's objectives, understanding and accepting that the Customer's issues affect the business, having empathy with end users, being a team player, having a professional code of conduct, having a good understanding of the organization, having basic technical knowledge of all technology used for the business processes, being able to deal with stress, and having good writing techniques (English).