Triage issues and service requests via phone, e-mail, v-mail, and Cisco Jabber and other IM platforms.
Expertise in utilizing Enterprise systems and remote support processes (VNC, Air Watch, Telogis, LogMeIn) systems and devices in a corporate environment.
Troubleshoot end users issue and resolve upon first contact.
Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Service Now and Help Star.)
Implement, create, manage or participate in the creation of knowledge base articles, training\training opportunities, SLA requirements and process engineering projects.
Provide `how to` assistance on all internally supported devices, applications and systems.
Manage the escalation process for issues appropriate any level subject-matter experts in accordance with service-level agreements, and follow up on all incidents.
Provides communication to higher level management within the company as indicated by policy.
Respond to end-user inquiries regarding the status of incident/service requests and perform follow-ups.
Provide event analysis and status reporting on a daily/weekly basis.
Build relationships with all support technicians as well as any subject-matter to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Experience providing hands-on and remote support for executive level end users.
Android, iPhone, iPad, Blackberry and other mobile devices.
Microsoft Office Suite 2013, 2016 (Outlook, Word, Excel, PowerPoint, Publisher, Visio).
Excellent customer service skills via phone, email, ticketing system and in person requests.
Strong analytical troubleshooting skills.
Ability to learn new technology and applications.
Solid written and verbal communication skills. Ability to speak distinctly and persuasively. Able to read, write, speak English fluently.
Able to effectively communicate technical concepts in common terms.
Strong time management skills.
Mature and self-motivated professional able to work in a fast-paced and constantly changing environment. Very fluid within the environment and easily adaptable to the ever-changing needs of the end-user.
Possess the manual dexterity to operate a computer and other necessary office equipment.
Able to work varied shifts, weekends and holidays as needed.
Troubleshoot network connectivity using various tools and escalate as necessary.