Description
Responsibilities:
Manage the technical support needs of end-users in the Consumer Travel Network's call centers and WAH (Work at Home) population.
Will address technical support needs and project deliverables in other CTN offices.
Provide troubleshooting, guidance, assistance, coordination and follow-up on end-user issues.
Ensure that client issues are responded to and resolved within SLA dictated timeframes, and that high end-user customer satisfaction standards are met.
Be available to assist with onsite data network and server support needs.
Participate in initiatives to improve technical support service delivery, infrastructure and system availability.
Will be required to build relationships and interact with vendors, other technology groups, business leaders and staff.
Qualifications:
A+ or equivalent certification required.
5+ years experience supporting hardware and software applications in a large call center, including PCs, printers, Windows XP, Windows 7, Active Directory, MS Office Products, IE
Provide office support in a hi-tech office environment as needed.
Familiarity with installing and updating PC software.
PC troubleshooting and problem solving.
Performing general tasks as needed.
Possess a full attention to detail with the ability to leverage internal and external resources to get the job done.
Familiarity with call center data networks, call routing and forecasting technologies, experience managing servers, desktop & network security.
Travel industry and Sabre system experience preferred.
Experience supporting Corporate Technologies standards.
Experience supporting component based architecture environments.
Candidate must be able to manage multiple tasks concurrently, and capable of dealing with time crunches and pressure.
Strong technical thought leadership, experience leading other technicians, and able to accurately and concisely communicate issue status to multiple parties.
Ability to work with customers to identify their needs and manage service delivery expectations in a fast-paced, customer service oriented, and ever-changing environment a must.
Lotus Notes and RightFAX a plus, but not required.
Project Management principles desirable.
Typical Support Categories:
Antivirus: Virus infection troubleshooting and restoration support
Desktop/Laptop: Troubleshooting hardware, software and peripheral issues, restoration support (including hot swap and re-image management)
Drive mapping: Troubleshooting issues and restoration support
Printer: Troubleshooting issues, driver installs, restoration support working with appropriate Printer supplier, network teams
Server/Data Switch: Onsite support for Server and Network teams as required to restore service
WAH remote support: Troubleshooting and restoration support for Remote Access, Router, Connectivity, and above areas (Antivirus, Desktop/Laptop, Drive mapping, Printer support as indicated above)
TSO (Travel Service Office) remote support: Antivirus, Desktop/Laptop, Drive mapping, Printer support as indicated above
Travel and Other Applications: Troubleshooting support onsite assisting CTN Production Response Team and SDM Application Production Support team
(see below)