About the Role:
Step up as a Senior Specialist in our IT support team, where your advanced technical skills will significantly enhance user experiences. Be a key figure in maintaining our organization's technology health by tackling sophisticated support tasks and contributing valuable insights to technology processes.
Responsibilities:
• Resolve high-level technical issues promptly to ensure user productivity.
• Lead initiatives for hardware and software upgrades.
• Provide expert technical support and training to users.
• Coordinate with higher-level support for complex issue resolution.
• Develop and maintain technical support documentation.
• Monitor and maintain network performance and security.
• Manage IT assets and ensure compliance with inventory protocols.
• Implement and support advanced software solutions.
• Participate in IT project planning and execution.
• Identify and recommend improvements in IT processes and tools.
Skills:
• Technical Troubleshooting: Advanced troubleshooting and problem resolution.
• Communication: Excellent communication skills for user interaction.
• Networking: Proficient in network monitoring and basic security management.
• Software Management: Skilled in managing software applications and updates.
• Hardware Expertise: In-depth knowledge of IT hardware configuration and maintenance.
• Documentation: Proficient in creating and maintaining detailed support documentation.
• Customer Service: Exceptional user support and customer service.
• Project Coordination: Ability to participate in and contribute to IT projects.
Level criteria T3 (for internal use only):
• Requires in-depth conceptual and practical knowledge in primary technical job family and knowledge of related technical job families; has worked with a range of technologies
• Has knowledge of best practices and aware of the competition and market differentiators
• Solves complex technical problems; exercises judgment based on the analysis of multiple sources of information
• Works independently, receives minimal guidance; may lead projects or may have accountability for on-going activities
• Impacts a range project activities within own team and other related teams; acts as a resource for colleagues
• Explains difficult or sensitive information; works to build consensus
• Level at which career may stabilize for many years