Job Details
Location Sewells Orchard, Maryland ,
United States
Job Description
APPLICANTS
* _APPLICANTS MUST BE CURRENTLY AUTHORIZED TO WORK IN THE U.S. ON A FULL-TIME BASIS.__NO SPONSORSHIP IS AVAILABLE FOR THIS POSITION._
LOCATION TO WORK
* _MUST LIVE IN THE USA - AND BE ABLE TO WORK A HYBRID/ONSITE AT EITHER OUR ATLANTA/MIDTOWN GA LOCATION OR OUR COLUMBIA MD LOCATION._
POSITION SUMMARY:
Dentsu is about to embark upon many exciting changes to our target operating model. As a Technical Support Specialist L1, you will be responsible for providing second level support to our global user base.
Supporting the latest technologies within a customer centric environment that provides exceptional customer satisfaction, and working with market leading ITSM Service Management tools you will provide support to dentus offices across Europe, Middle East, Africa, Canada, North and South America.
You will demonstrate a clear knowledge of the ITIL framework (ITIL qualification is an advantage), experience in and understanding of how to build and deliver great service to both internal and external customers
Working with operational IT teams to strengthen our estate to build a supportable and sustainable environment for our infrastructure. In addition, the Technical Support Specialists will perform Network Operations Centre (NOC) duties, including monitoring of the global estate, analysis of issues & problems, trouble-shooting and incident response, communication with relevant support teams (including local IT) and tracking of problems through to resolution.
POSITION RESPONSIBILITIES:
Technical support duties will include:
* Research and identify solutions to software and hardware issues
* Diagnose and troubleshoot technical issues, including account setup, network configuration and application management
* Ask customers targeted questions to quickly understand the root of the problem
* Track computer system issues through to resolution, within agreed time limits
* Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
* Properly escalate unresolved issues to appropriate internal teams
* Provide prompt and accurate feedback to customers
* Refer to internal database or external resources to provide accurate tech solutions
* Ensure all issues are properly logged
* Prioritize and manage several open issues at one time
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting
* Document technical knowledge in the form of notes, manuals, and knowledge base articles
* Maintain relationships with clients, customers, and other support teams
* Management of Knowledge Articles for both Technical and Supported Users
* Management of Joiners, Movers and Leavers process within DAN
NOC DUTIES WILL INCLUDE:
* Monitor the performance and capacity of computer systems using a variety of tools. Look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, work to determine the cause of the problem
* When a problem impacts the IT services, work to triage or troubleshoot the problem, within standard operating procedures. This may include coordinating with third-party vendors, customer contacts, or other IT teams.
* While responding to incidents, track and document all issues and resolutions in detail. This increases the knowledge base and is a record of the health of the system.
* When problems are too large or complex for quick troubleshooting, escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution, maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.