Customer Solution Center Rep 3 - Technical
Core
First point of contact for end-users providing 24/7 technical support, troubleshooting incidents, and managing IT service desk operations.
Role type
Senior IC IT Service Desk Engineer
Builds
IT service stability and user productivity via incident resolution and system monitoring
Domain
IT Infrastructure / Desktop Support
Required skills
Windows OS support, Active Directory, BMC Remedy/Helix, ITIL, Remote Desktop, VPN, Scripting, Windows Server administration, Citrix, VMWare, Antivirus reporting
Preferred skills
Automation, Agile Methodology, Risk Management
Technologies
Microsoft Office 365, Windows 10, Microsoft Windows Servers, Citrix, VMWare, BMC Remedy/Helix, ServiceNow
Responsibilities
Receive, document, and prioritize user requests and incidents; Troubleshoot technical issues and resolve incidents within SLAs; Monitor IT system health and alert support teams; Maintain and update knowledge base of common issues; Escalate incidents to appropriate levels; Guide and train junior team members
Seniority
Senior, hands-on IC
