Must haves :
- 2 + yrs. Experience in Helpdesk / Service Desk / Desktop support role REMOTE SUPPORT
- Strong Troubleshooting background (phones, printers, laptops, etc.)
- Experience with Microsoft Outlook or Lotus notes
- Active Directory Experience (creating policies and making changes to policies)
- SCCM Experience would be helpful have they remotely controlled using this tool
Pluses :
- ITIL foundation
- Previous Banking / Financial Industry experience
- A+ or Network + Certifications
The technical support professionals who handle tickets that are escalated from level 1. These professionals require greater technical skills and / or access rights than level 1 support personnel.
They are typically technical specialists and may also be responsible for participating in root cause analysis of prob lems
- Handling escalated tickets within a timely manner
- Taking ownership of potentially complex issues
- Working Chat queues / Unassigned queues
- Identifying issues in ticket handling processes (including attempting to find and document the correct process)
- Identifying holes in documentation that could have resulted in the ticket being solved during first contact
- Taking inbound Service Desk calls during peak call times when necessary
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