Descripción:

JOB PURPOSE

Coordinates diagnoses and troubleshoots incoming employee calls, incidents and service requests via service now. Provides support services to Align employees located in LATAM, US and EMEA, with technical problems and information technology issues involving but not limited to desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users and ITSM. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

MAIN RESPONSIBILITIES/DUTIES

- Front Line Support for incoming calls

- Increase employee satisfaction by addressing customer needs

- Front Line Support on Incidents and Service Requests

- Participate during the on-call rotation

- Open Severity Bridge Calls

- Keep KPIs at minimum level

- Queue monitor/assignment

- Create knowledge articles documenting new solutions if found

Scope & Complexity

- Brings limited experiences

- Needs training and close supervision

- Works on assignments that are routine in nature, but recognizes the need for occasional deviation from accepted practice

- Has little or no role in decision-making

Expertise

- Applies acquired job skills and company policies and procedures to complete assigned tasks

- Partially meets the requirements of production standard in terms of quantity, quality & customer compliance

Supervision

- Normally follows established procedures on routine work requires instructions only on new assignments

- Works under close supervision

Leadership

- Not applicable

QUALIFICATIONS

ACADEMIC BACKGROUND

Normally requires a High School Degree. Technical Degree is a plus

EXPERIENCE

0-2 years of related experience

LANGUAGES

Proficiency in English is desirable for this position.

SKILLS /COMPETENCIES

Typically Requires:

- Self-motivated - Empathic - Be able to work under pressure - Easily adaptive to change - Good communicator and facilitator - Be able to work on rotating schedules - Awareness of General Network configurations - Experience of using Windows OS, Mac OS is a plus - Experience in using iOS or Android - Knowledge of O.365 tools platform - Awareness of Active directory - Awareness of device provisioning, onboarding, off boarding, & access provisioning. -Experience inwriting KB´s

SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK

Typically Requires:

- Proficiency in English is desirable for this position. - Office and Windows - Active Directory - O365 - CISCO

WORK ENVIRONMENT DEMANDS

While performing the duties of this job, the employee will be required to sit for extended periods of time, including constant use of computer keyboard and tracker devices (mouse, track ball, etc.) Noise level in the work environment is usually moderate.