IT Support SME
Core
Provide advanced Tier 1.5 and 2nd line IT support, monitoring customer experience, managing knowledge base, and resolving complex incidents for global employees.
Role type
Senior IT Support Specialist (Tier 1.5/2nd Line)
Builds
Dependable IT support service and knowledge management assets
Domain
Insurance / IT Service Management
Required skills
Advanced network troubleshooting, Active Directory administration, Windows 11/10 support, Microsoft 365/Office 365, Mobile device support (Apple/Android), Incident/Request/Problem/Change Management, Root cause analysis, ServiceNow, ITIL Foundation
Preferred skills
MAC OS X support, ADMP, CoreView, Microsoft Exchange, Mimecast, SCCM, MS AutoPilot, MS CoPilot, Condeco, Crestron technology
Technologies
ServiceNow, Microsoft Teams, Zoom, Skype for Business, Cisco Webex, Condeco, Crestron, Active Directory, SCCM, MS AutoPilot, MS CoPilot, Mimecast, CoreView, ADMP
Responsibilities
Monitor customer experience and remediate issues, own KB articles, resolve escalated incidents via ServiceNow, provide executive user support, perform advanced network and mobile troubleshooting, contribute to major incident resolution, manage desk-side and remote support.
Seniority
Senior, hands-on IC