Information Technology Support Specialist FSI Outsourcing

Role Description

The IT Support Specialist is responsible for providing support in assigned areas of responsibility, which includes technical analysis, installation, maintenance, and modification of IT systems. The analyst will analyse and provide recommendations to improve the Company’s IT systems. This role will also perform standard troubleshooting and resolution for Tier I and Tier II applications, network, server, desktop, and /or security operations technical issues allocated from the company’s enterprise ticking system, ServiceNow. The IT Support Specialist interacts directly with end customers to resolve technical issues related to the Company’s IT systems and work to update or improve current systems.

Duties and Responsibilities:

1. Experience with Enterprise ticketing system and acting as the 1st level support to the Service Desk, able to track, solution, communicate and implement resolutions to issue after approval from management, ServiceNow experience strongly desired.
2. Experienced with document improvement process related to updating or creating process, procedure and knowledge base articles.
3. Monitors, maintains, and upgrades applicable IT systems in assigned area of responsibility, which includes testing, problem solving, researching user issues, performing upgrades and maintenance, and implementing system modifications.
4. Problem-solve and make decisions related to any server and desktop challenges had by internal customers working in a virtual environment.
5. Work within Windows 10 operating system resolving, providing recommendations, improving and building new virtual replacement images during the life cycle
6. Provide end-user 1st level technical support including researching user complaints, researching issues and / or answering technical questions related to applications, network, server, desktop and / or security operations; may be required to diagnose, document, and implement solutions within the ticketing process.
7. Document and potentially train customers on improved processes related to updated or new process and procedures.
8. Perform other related duties as assigned. Accountable for asset management and inventory control
9. Work with Telephony platform, understanding user additions and number assignments and general desktop phone support.

Qualifications:

• BSc degree in Information Technology, Computer Science or relevant field.
• ServiceNow experience strongly desired.
• Demonstrated troubleshooting ability in order to identify, propose, and implement solutions to operational problems
• Accountable for asset management and inventory control
• Energetic self-starter capable of working independently or working with a diverse group of employees
• Take an active role in system development, enhancement, and integration where needed in order to improve technology efficiency and effectiveness
• Excellent interpersonal and relationship-building skills
• Ability to adapt and learn new technologies
• Excellent written and oral communication skills
• Able to work and interact with others in a structured/team environment
• Accuracy and attention to detail; must have organizational skills
• Flexibility and adaptability to handle competing work demands
• Excellent written and verbal communication skills
• Demonstrated ability to communicate to nontechnical audience on technical issues
• Ability to work flexible hours and be on-call