Manages and resolves customer incidents, requests, and escalations received through various communications (for example, phone calls, email, system software, walk-ups) by identifying incident and business partner needs; monitoring incident and request queues; categorizing urgency of incidents, requests, and escalations; validating business partner and system issues and resolutions; assigning, delivering, installing, or enabling assets (for example, hardware, equipment, software, media, coordinating delivery of new equipment) upon approved request; tracking the status of requests and/or problem tickets; assigning requests to other teams and escalating as needed; creating and modifying remedy templates; and closing requests or problem tickets upon completion.
Troubleshoots and resolves complex issues (for example, run commands at controller level, root access to servers to make changes, configure changes) by gathering needed information and formulating an action plan; utilizing existing scripts and commands to resolve issues; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge to troubleshoot issues; and engaging support teams (for example, contractor teams, vendor partners) as needed to assist in the resolution of issues (for example, running code).
Identifies trends, including trends in escalations, to support continuous improvement by reviewing incoming ticket logs; identifying related requests, incidents, and escalations; determining when a series of calls are related to an underlying root cause; following escalation procedures based on severity to communicate trends; and providing analysis and recommendations to resolve trends in requests, incidents, and escalations.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Information Technology, Microsoft Office