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 ResponsibilityManage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolutionLead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanentlyManage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teamsCreate and publish knowledge articles to assist teams during incident resolutionIdentify opportunities to improve service delivery and communicate with technology teams to implementAbility 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 prioritiesAbility to work in a fast-moving environment, multi-task and adapt to changes quicklyDemonstrate 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 skillsTroubleshooting and configuration skillsIn-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 O365Understanding of new systems and technologiesTechnical know-how of IT products and servicesExcellent communication and customer service skills5 years' experience in providing technical support.
- Business Requirements
- Citrix Systems
- Customer Service
- Information Technology