Sr. Technical Representative

• Completes work with limited degree of supervision· Likely to act as an informal resource for colleagues with less experience· Responsible for daily production work tasks and provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems.
• Requires fundamental knowledge of basic troubleshooting of desktops, phones and computer related accessories.
• Requires intermediate knowledge for hardware and software troubleshooting.
• Demonstrates excellent knowledge of systems analysis for hardware and software.
• May recommend process improvement.
  

• Ensure improved response and resolution to Incident and Service Requests raised by users within SLA
• Support IT workgroups, Situation Management on Break fix as well as provide proactive approach to infrastructure checks to ensure 99.2% uptime
• Implementation of Client specific and Organizational IT security policies
• Function as second-tier support for systems software, with escalation to internal resources for hardware and software issue resolution.
• Ensure regular meeting with Customers to understand needs and devise solutions in accordance.
• Performs site maintenance checklist to ensure information security compliance.
• Review, analyze and escalate issues with the updating of antivirus definition and Microsoft patches on all systems.
• Performs backup, data recovery and Offsite Tape movement for the onsite servers.
• Ensure that Inventory data is available real-time. SOH is ordered in advance.
• Support site manager in roster and act as a backup in his absence.
• Support Site Manager on Purchases and Bill payments.
• Ensure participation on EDR calls, provisioning of checklist and working with team and Site manager to ensure on time Project delivery
  

Technical:

• Technical Support Agility
• Computer System Literacy
• Application Software Support & Mgmt.
• Operating System Support & Mgmt.
• Enterprise Application Support & Mgmt.
• Network/Telecom Support
• Competent Call Center Applications Literacy
  

Core and Leadership:

• Strong Character Ethic
• Effective Communication
• Client Relationship Management
• Team Player
• Managing Self Performance
• Developing Self and Others
• Continuous Improvement, Problem Solving, etc
  

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R1626374