Senior Technical Process Executive
Core
Provide 1st level technical support, service restoration, and fulfillment of service requests to ensure maximum availability and performance of information systems.
Role type
Senior IC technical support executive (service desk)
Builds
IT support services for end-users across various devices and applications
Domain
IT Services / Managed Services
Required skills
Analytical problem solving, root cause analysis, incident management, service request handling, customer communication, time management, multitasking, ITIL practices, troubleshooting mixed computing environments
Preferred skills
Experience with remote support, knowledge of OS and browsers, familiarity with network devices and carriers
Technologies
Windows XP-10, iOS, Android, MS Office suite, O365, Outlook, Skype for Business, Microsoft Teams, SharePoint, OneDrive, TCP/IP, OSI, VPN
Responsibilities
Receive and resolve incidents and service requests via telephone, web tickets, chat, and email; troubleshoot and escalate issues within agreed time limits; update trouble tickets and manage resolution; ensure customer service level agreements are met; document interactions and ensure data protection; participate in on-call rotations.
Seniority
Senior, hands-on IC
