Desktop Support Technician

Job Responsibilities:

• Identify and implement continuous improvement opportunities to drive efficiencies in the service delivery processes
• Provide Touch Labor support within the Data Centers
• Drive ongoing continuous improvement in first call resolution, incident and problem management activities related to Infrastructure
• Ensure monitoring, alerting, measuring, reporting and continuous improvement of operations and service performance against service level objectives, customer satisfaction and financial goals
• Work with vendors and other Infrastructure areas to coordinate Service Introduction and Service Change activities for Infrastructure
• Identify chronic production incidents and escalate to Problem Management and participate in problem management / RCA
• Work with vendors and IT product managers to prioritize tickets in aggregate
• Execute daily operations activities within their perspective towers as required
• Work with IT teams on projects related to Data Center infrastructure
• Manage and maintain Data Center asset inventory (Knowledge of Nlyte would be beneficial)

Required Job Qualifications:

• Bachelor degree OR Technical Certification and/or College Courses with 1 year Information Technology experience OR 4 years Information Technology experience.
• Must have excellent communication skills, customer service, verbal, and written skills along with good grammar and the ability to take accurate notes
• Communicate with clients over-the-phone or face-to-face to assist them in setting up systems or resolving issues
• Troubleshoot network and system problems to provide solutions to hardware/software defect
• Follow instructions contained in equipment manual when setting up a system or conducting repairs
• Highly motivated to work in a team-oriented environment with minimal direct supervision.
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• Knowledge of all Infrastructure technologies, including monitoring and event management technologies
• Supplier management
• Continuous improvement
• Incident management
• Knowledge of required technologies (incl 3rd party solutions)
• Problem Management / RCA
• Customer service oriented
• Adaptability and ability to introduce / manage change
• Drive conflict management in high pressure situations
• Performance / metrics-driven decision making

Add-On (but Non-Mandatory Skills)

• Knowledge of Mainframe and Mainframe Storage, including z/OS, CICS, VASM, - all other Mainframe technologies
• Knowledge of Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
• Knowledge of Network, Voice, Call Center and Network (data and voice) technologies