Advanced Service Desk Resolution Management

• Primarily responsible for customer interaction and management of infrastructure services

• Answers inbound customer requests

• Assist with maintenance of customer service SLAs

• Work with senior level admins to determine and resolve high level problems

• Management of production infrastructure hardware/software and related technologies 

• Identify & troubleshoot server configuration and/or performance irregularities

• Develop procedures to respond to these irregularities in a timely manner

• Ensure infrastructure is properly monitored

• Infrastructure alerts are addressed in a timely and thorough manner

• Oversee the execution and completion of assigned tasks

• Document and improve existing processes

• Support for IT Property Location Support Personnel (phone/chat) + escalated incidents

• Develops strong working relationships within the team and demonstrate uncompromising commitment to client and the company's core values. 

• Seeks opportunities to improve knowledge, skills and performance through various channels such as but not limited to actively participating in Knowledge-Sharing, Brownbag sessions and Trainings.

• Minimum of 2 years of hands-on experience

• Proven track record identifying and championing appropriate new technologies 

• Strong knowledge and experience in server, network and applications, and problem resolution 

• Proficient with managing and prioritizing multiple projects 

• Strong communications skills and ability to impart information about technology 

• Advanced troubleshooting skills of familiar and unfamiliar technologies alike

• May troubleshoot unfamiliar products through vendor or online documentation

• Innovative and able to think out of the box 

• Superior analytical and problem-solving abilities with keen attention to detail 

• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously 

• Comes to work on-time according to the defined shift schedule. May also experience flexi time schedule depending on the business needs