Core Responsibilities

Technical Support

Involved in Incident, Problem and Service Request Management.
Provide workarounds and solutions based on Service Level Objectives.
Deskside and remote support required within Factory environment.
Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
Refers more complex problems to problem managers and/or senior level.
Participate to new IM&T Service testing, deployment and stabilization.
Maintain and stays current with evolving Information technology.

Communication

Clarify tickets logged with requesters and communicate about resolution progress.
Ensure satisfactory customer service and prompt response times to the requesters.
Share her/his support knowledge with peers in the same team and maintain associated documentation
Communicate with user community to provide the status of open problems and the changes associated with new solutions
Escalate significant issues or outages to the management
Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

Requirements:

Certifications/Training in the assigned area will be an added advantage.
Minimum 2 years of experience
Strong knowledge of Microsoft based operating systems
General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory
Good knowledge of informatics hardware (PCs, Printers, Scanners, Smartphones etc.)

Additional Details