**BASIC RESPONSIBILITIES**
- Which includes but not limited to, Software Installation, Configuration, Account configuration, Operating System configuration.
- Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams
- Issues and Requests not part of standard guidelines is expected to be researched and information gathered is shared among team members.
- Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
- Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
- Document Solution and Communication with the customer in a Standard Ticketing System
- Contribute Knowledge Articles and Propose Possible training opportunities
- Research, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems, and failures
**Education**
BS Computer Engineering/ Information Technology or Relevant Work Experience
**QUALIFICATIONS**
- +3 to 4 years' experience as an IT Subject Matter Expert, Local Desk Side Support or Service Desk Analyst
- Experience in providing Remote Desk Side Support
- Demonstrated intermediate knowledge and experience of the following platform/technology:
- Windows Operating System (Microsoft Active Directory)
- MS Office Products
- Service Now
- Oracle Applications
- JDE
- ITIL v4 Foundation
- Good written and oral communication skills
- Experience in Global Support
- Customer Service Oriented
- Teamwork & Collaboration
- Process Orientation
- Critical Analysis
- Professional Interpersonal Skills
- Perform multiple tasks in a timely manner
**EXPERIENCE /SKILLS**
- Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
- Knowledgeable in supporting and troubleshooting of laptop/desktop computer
- Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (e.g., Outlook, Word, Excel, etc. )
- Knowledgeable in supporting, troubleshooting, and configuring internet browsers (e.g., Internet Explorer, Chrome, etc. )
- Knowledge in troubleshooting Network Connectivity and VPN related issue
- Knowledge in creating and deploying Ivanti LanDesk packages a plus
- Ability to assess and respond to urgent issues in a competent manner
- Demonstrates desire towards learning new technologies and maintaining industry standards
- Good customer service skills
- Ability to identify, analyze and resolve common technical issues, questions, and problems.
- Good organizational skills with the ability to prioritize multiple tasks
- Highly motivated and the ability to work with mínimal supervision
- Strong analytical skills with the ability to collaborate and solve problems
- Establishes and maintains positive and effective work relationships with co-workers, clients, and members