**Job Purpose**
Coordinates diagnoses and troubleshoots incoming employee calls, incidents and service requests via service now.
Provides support services to Align employees located in LATAM, US and EMEA, with technical problems and information technology issues involving but not limited to desktop, laptop or network services from local personnel or from employees using network remote access.
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Provides case status updates to management and end-users.
Supports and maintains effective relationships with users and ITSM.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
**Main Responsibilities**
- Tier 1 Support for incoming calls, INC and SR
- Participate in On-Call and severity bridge
- Keep team's KPIs at minimum as well as yours
- KBs and SOP creation
- Receive complex escalations from Manager and Supervisor
- Queue Monitor and case assignation
- Provide training to new hires
**Scope & Complexity**
- Has acquired the knowledge and technical skills, can handle cases individually
- Works on assignments that are moderately difficult
- Requires judgment in resolving issues or in making recommendations
- Quickly resolves technical escalations
- Tier 2 engagement on scalability
- Understands implications of work and makes recommendations
**Expertise**
- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
- 100% meets the requirements of production standard in terms of quantity, quality & customer compliance
**Supervision**
- Normally receives little instruction on daily work, general instructions on newly introduced assignments.
**Leadership & Contribution**
- Not Applicable.
**Education & Experience**
- Normally requires a High School diploma.
Technical Degree is a plus.
- Has 1-3 years of related experience
**Languages**
- Proficiency in English is desirable for this position.
**Technical Skills**
Typically Requires:
- CISCO
- Office and Windows
- Active Directory
- O365
**Certifications**
Typically Requires:
- N/A