Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems.
Responsible for meeting specified service level standards
Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures.
Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction.
Participate on global and regional project teams.
Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures
Delegate IT support tasks and provide training to more junior staff and end-users.
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
Perform other duties as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Working knowledge of Microsoft server, workstation and networking technologies.
Working knowledge of industry standards with regards to system and network administration.
Possess excellent verbal and written communication skills.
Ability to establish and maintain effective working relationships with co-workers, managers and clients.
Project management exposure.
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s Degree or equivalent in Computer Science or related field; with at least 1 years experience of PC software (Microsoft operating systems and applications suites, email systems, etc.
within a network environment or an equivalent combination of education, training and experience.
Extensive use of the telephone and face-to-face communications, which requires accurate communication skills.
Significant use of keyboard involving repetitive motions with fingers.
Ability to bend, stoop, crawl and lift up to 60 pounds.
Travel may be required.
May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.