Key Responsibilities :

Responsible for resolving incidents and requests that have been escalated from Level 1.

·     Software installation.

·     Troubleshoot, repair, and maintain software applications & infrastructure.

·     Provide support for operating system drivers, software and firmware.

·     Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.

·     Ensure that Client policies and procedures are followed by, communicated, and adhered to.

·     Create and maintain support documentation.

·     Interacting with other support groups (local and global) within the firm across multiple platforms.

·     Record and manage all incidents and requests in ticket-tracking system.

·     Proactively inform management of trends, significant problems and expected delays.

·     On-call – Participate in rotating schedule providing afterhours and weekend support. 

·     Take initiative to stay current on technology and participate in training programs.

·     Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Symphony, Jive, etc.

·     Actively monitoring the ticket queue and managing requests through to completion.

·     Housekeeping on IT rooms.  

·     Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).

 

Key Attributes

·     Excellent communication, interpersonal and customer care skills.

·     Ability to work under pressure and on tight timescales.

Key Responsibilities :

Responsible for resolving incidents and requests that have been escalated from Level 1.

·     Software installation.

·     Troubleshoot, repair, and maintain software applications & infrastructure.

·     Provide support for operating system drivers, software and firmware.

·     Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.

·     Ensure that Client policies and procedures are followed by, communicated, and adhered to.

·     Create and maintain support documentation.

·     Interacting with other support groups (local and global) within the firm across multiple platforms.

·     Record and manage all incidents and requests in ticket-tracking system.

·     Proactively inform management of trends, significant problems and expected delays.

·     On-call – Participate in rotating schedule providing afterhours and weekend support. 

·     Take initiative to stay current on technology and participate in training programs.

·     Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Symphony, Jive, etc.

·     Actively monitoring the ticket queue and managing requests through to completion.

·     Housekeeping on IT rooms.  

·     Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).

 

Key Attributes

·     Excellent communication, interpersonal and customer care skills.

·     Ability to work under pressure and on tight timescales.