AddressKey accountabilities
- Liaise with Service Desk, Service Managers, International Technical teams and User Community to provide resolutions and customer support.
- Escalate hardware and software related issues escalations.
- Monitor that current environments and software policies are maintained.
- Ensure Service Level Agreements are met and maintained.
- Achieve high quality of service support to the business community.
- Assist Manager with day to day functions of a technical support staff, forming part of an International team.
- Complete identified objectives requiring some management ability across IT functions.
- Produce regular reporting abilities on Team performance, ticket statistics and procedural requirements.
- Deputise for location Manager when absent.
Your skills and experience
- IT experience, with proven technical support experience.
- Solid knowledge of desktop environments Windows XP, MS Office, Project Tools.
- Good TCP/IP, RAS, Altiris knowledge would be an advantage.
- Knowledge of AS400 Client Access and Client Server applications using Sybase & ODBC.
- Working knowledge of Intranet and Internet applications.
- Good knowledge of voice / network architectures.
- Understanding of TCP/IP protocol, horizontal and vertical cabling structures.
- Understanding of WAN/LAN architecture.
- Knowledge of IP Telephony, audio / visual mediums experience.
- Team leadership and Project Management experience required.
- Industry Recognised Qualifications - MCDST,MCSE.
- ITIL foundation certificated.
- Customer-service focus, with a positive, - can do- attitude.
- Initiative taker, results driven.
- Able to work under pressure and on tight deadlines.
- Organised with good attention to detail.
- Analytical and problem solving skills.
- Excellent communicator.
- Flexible team player, comfortable in a multi-national environment.
- Consistently maintains the Fidelity Core values.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
