Role: IT Support Specialist
Location : Montvale, NJ (Onsite)
Skill Matrix:
troubleshooting customer service knowledge sharing hardware repairs knowledge base articles
Job Description:
IT IS_EUCS_TOOLS_SCOM Role Description: Build and maintain advanced skillsetknowledge in troubleshooting ETS services Build rapport and elicit problem details from Service Operations customers Escalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOs Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined Manage on-site, walk-up support requests for hardware and software when required Contribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentations etc. Essential Skills:
Suggested Interview Questions:
Can you provide an example of a time when you had to escalate an incident to a vendor? How do you prioritize incidents and requests to meet SLAs? How do you stay up-to-date with the software and hardware used and supported by the organization? Can you explain your experience in providing hands-on fixes at the desktop level? How do you contribute to knowledge sharing within the team?
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