Job
Description
Role Purpose The Specialist Technical Support IT Services is an experienced team member of professional employees who are responsible for providing excellent customer support, troubleshooting and complex issue resolution across multiple IHG technology platforms. The Specialist Technical Support IT Services exercise appropriates solutioning within defined SLAs, standards and guidelines Key Accountabilities Assisting customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting. This includes the release of software updates, service packs, security patches and antivirus signatures to managed devices. Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team. Develops support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance. Monitors trend capacity and availability to help facilitate proactive Problem Management. Provides the solutioning for technology related issues requiring vendors and 3rd party involvement Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team. Provides expertise to root cause analysis for customer support improvement opportunities Key Skills & Experiences Education Bachelors Degree in a relevant field of work or an equivalent combination of education and work-related experience. Experience Typically, a minimum of 5+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position. Technical Skills and Knowledge Knowledge of supported systems within respective area. Good verbal and written skill communicating with diverse work teams within all levels of an organization to include senior level management in addition to external stakeholders. Analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships Understanding of project management principles and processes. Reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists. Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners Awareness of market trends, business strategies and technology and their interrelationships Technical writing skills are a plus. Ability to maintain discretion and confidentiality Role Purpose The Specialist Technical Support IT Services is an experienced team member of professional employees who are responsible for providing excellent customer support, troubleshooting and complex issue resolution across multiple IHG technology platforms. The Specialist Technical Support IT Services exercise appropriates solutioning within defined SLAs, standards and guidelines Key Accountabilities Assisting customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting. This includes the release of software updates, service packs, security patches and antivirus signatures to managed devices. Reviews trend data, metrics and presentations on customer support issues and makes recommendation on process improvements to the technology leadership team. Develops support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance. Monitors trend capacity and availability to help facilitate proactive Problem Management. Provides the solutioning for technology related issues requiring vendors and 3rd party involvement Ensure Standard Operating Procedures (SOPs) for incident resolution Service Request fulfillment are created and embedded in the team. Provides expertise to root cause analysis for customer support improvement opportunities Key Skills & Experiences Education Bachelors Degree in a relevant field of work or an equivalent combination of education and work-related experience. Experience Typically, a minimum of 5+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position. Technical Skills and Knowledge Knowledge of supported systems within respective area. Good verbal and written skill communicating with diverse work teams within all levels of an organization to include senior level management in addition to external stakeholders. Analytical thinking, planning, organizational, investigation, and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships Understanding of project management principles and processes. Reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists. Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners Awareness of market trends, business strategies and technology and their interrelationships Technical writing skills are a plus. Ability to maintain discretion and confidentiality
