Provide 2nd level technical and application support for offshore on onshore teams. Serve as a mentor and support escalation focal for 1st level. Provide timely guidance, troubleshooting, and support to the level 1 team in order to help the team achieve desired service levels. Handle incoming support tickets that have been escalated by 1st level or those for which 2nd level is the primary support team. Identify process and knowledge gaps pertaining to 1st and 2nd level support. Work with other teams to close gaps and document accordingly. Documentation includes quality assessments, knowledge articles, and procedures.
Strong analytical and troubleshooting abilities as they pertain to technology problem resolution.
Experience working with remote technologies such as RSA SecurID, Cisco VPN, Bomgar, and Citrix.
Quality control experience within a technical helpdesk.
Self-motivated; proactive; a team player; able to manage own projects efficiently for on-time delivery.
Ability to function efficiently and effectively in a fast-paced environment.
Ability to work an off-hour schedule for emergencies, which may include weekends.
Strong written and verbal communications skills a must.
Able to interact with IT departments at all levels, both technical and non-technical, local and geographically dispersed.
Preferred: Intermediate knowledge of MS Office applications, including Outlook and Windows 10 Enterprise.
Bachelor s Degree or Equivalent Work Experience Minimum experience: 3 years experience in IT field with experience in technology end user support, standard desktop operating systems and applications