Responsibilities
Specializes in providing realtime support via phone/chat/email to employee end users.
Responds to, researches, diagnoses, and resolves problems through realtime discussions/chat with users.
Resolves less complex problems immediately, escalating more complex problems to senior level support.
Senior level roles require broad knowledge of job procedures and tools obtained through extensive IT work experience and may require qualified education or certification.
Has full proficiency gained through IT Support-related training and considerable work experience.
Completes work with a limited degree of supervision.
Likely to act as an informal resource for colleagues with less experience.
Identifies key issues and patterns from partial/conflicting data.
Takes a broad perspective to problems and spots recent, less obvious solutions.
Qualifications: Minimum of 5 years of experience. May require vocational or technical education, or equivalent experience.
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