Description
- To work tickets from the field on IT incidents being raised and provide the next onsite support.
- Utilizing the Service Now tool to manage incident tickets to resolution.
- Provide high quality technical support to quickly resolve tickets
- Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact
- Excellent customer service and telephone communication skills
- Experience in using Active Directory, making technical config changes on Back End systems without disruption.
- Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
- Windows Certification and experience in support of both Windows and iOS based machines
- Provide onsite support on business applications once trained by the Application Support Teams
- Add/modify/delete users, groups and roles
- Password and license management
- Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
- Problem solving skills.
- Excellent communication and collaboration skills
- Strong analytical skills