Description -

Job Summary
• This role is responsible for effectively resolving simple technical problems involving hardware and software and providing solutions and guidance to internal and external businesses and end users via telephone and electronic support channels. The role engages in articulating case summaries and resolutions for the Knowledge Management System (KMS). The role guides customers proactively to prevent problems, represents the organization in various activities, collaborates to meet SLA demands, and contributes proactively to projects through research and data analysis support.

Responsibilities
• Resolves simple technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Addresses internal or external business and end user issues via telephone and electronic support channels, offering solutions and guidance.
• Articulates case summaries, resolutions, and contributes to the Knowledge Management System (KMS) through both written and verbal communication.
• Guides customers proactively to mitigate the occurrence of problems, while also representing the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
• Utilizes relevant frameworks to implement solutions and contribute towards technical excellence.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Collaborates with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended
• Four-year Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 1-3 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications
NA

Knowledge & Skills

• IP Telephony
• Voice and Video Coloration

• Networking

• Automation
• Computer Science

. Azure administrator

. WCNA SIP

. CTS-1

. unified communication
• Customer Support
• Operating Systems
• Product Support
• Root Cause Analysis
• TCP/IP
• Technical Services
• Technical Support


Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity
• Learns to apply basic theories and concepts to work tasks.