Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Responsible for being part of a team working on projects involving solving complex issues requiring highly technical skills to resolve.
Skills and qualifications:
Excellent customer service in face-to-face, telephone, or electronic interaction with clients
Demonstrated strong language and communication skills, problem solving and ability to work with senior leadership
Demonstrated strong written skills, including legible hand writing
Ability to maintain calm under pressure
Highly adaptable to changes and process adjustments in a changing environment
Excellent time management skills
Ability to work in a team environment, as well as independently, ability to prioritize projects and duties
A sense of urgency to complete tasks and assignments
Relevant certifications such as ITIL, Microsoft, and CompTIA, are preferred.
Citrix VM support experience a plus
Good Understanding of computer support and troubleshooting, knowledge of Windows 10, 11, server OS
Mac OS support experience a plus
Experience in Shell scripting ability (PowerShell, VBScript, etc.)