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Job Description
- Creates and maintains documentation as it relates to system configurations, mapping, processes, and service records;
- Provides guidance and solves escalated issues for IT Specialists on the team;
- Monitor network performance and troubleshoot problem areas as needed;
- Collaborate with local management and department leaders to assess near and long-term technology needs;
- Supports preparations and user acceptance testing required for infrastructure projects and enhancements;
- Analyzes the effectiveness and efficiency of existing systems; develops and implements strategies for improving or further leveraging these systems;
- Performs other duties as assigned;
- Collaborates with end users to prepare for Audit and SOX compliance;
- Integrate servers, including database, e-mail, print, and backup servers and their associated software into enterprise systems;
- Implement and maintain policies, procedures, and associated training plans for network administration, usage, and disaster recovery.
Job Requirements
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
