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IT Support Specialist (Level 3) job in New York at Stefanini

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IT Support Specialist (Level 3) at Stefanini

IT Support Specialist (Level 3)

Stefanini New York, NY (On Site) Full-Time
$90,000 - $125,000/Year
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The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations. Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. Excellent communication skills and strong in-depth technical experience with knowledge of IT products and services is crucial for this role.
Role Responsibility
  • Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
  • Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
  • Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
  • Create and publish knowledge articles to assist teams during incident resolution
  • Identify opportunities to improve service delivery and communicate with technology teams to implement
  • Ability to think and communicate effectively in time-sensitive, challenging environments.
  • Solid experience working collaboratively within a team environment.
  • Experience working with key stakeholders to ensure alignment of technology initiatives with business needs.
  • Expertise in many disciplines of information technology including client management, risk management, basic network knowledge, security, hardware, and system interoperability.
  • Identify and refine processes and procedures geared towards maximizing efficiencies to improve services to the business.
  • Getting involved with projects and providing updates in team meetings.
  • Follow the sun support model and handover of outstanding issues/outages.
  • Participate on on-call support on a scheduled basis.
  • Motivated, with a positive (can-do) and enthusiastic attitude.
  • Must be flexible in approach to work content and responsibilities

  • Experience, Skills & Knowledge Required:

  • Experience supporting Aladin, FactSet, Bloomberg, Bloomberg terminals. (Must Have)
  • Excellent organizational skills with the ability to priorities
  • Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
  • Demonstrate track record with vendor management collaboration and adhering to established SLA parameters.
  • Strong collaboration skills, customer service skills, and the ability to lead effectively across boundaries.
  • Strong analytical/problem solving skills
  • Troubleshooting and configuration skills
  • In-depth knowledge of hardware and software including MAC devices, OSX, and JAMF.
  • Strong knowledge of Microsoft Product (Office, Teams, Windows 10).
  • Understanding VDIs Infrastructure (Citrix Based - Xen Desktop)
  • Understanding SCCM (Management of Windows devices) and O365
  • Understanding of new systems and technologies
  • Technical know-how of IT products and services
  • Excellent communication and customer service skills
  • 5 years' experience in providing technical support.
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