Service Desk and Support
Provides direct first level of support via telephone, email, web or any other means, such as:
Answering RFIs
App navigation
Onsite and remote assistance
Initial troubleshooting using the KB as reference
Password resets and ticket routing
Escalation to Level 2, 3 and principal when needed
Monitors premium hours spent/ renewal of managed support and services.
Receives, logs and updates incident reports and service requests; reports recurrence of incidents of the same nature.
Tracks follow-ups and service deliveries of logged requests.
Configures and maintains of service desk system; provides access management.
Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
Interprets schematics to determine the best solution to incidents and requests for change.
SKILLS
Oral Expression — Talking to others to convey information effectively.
Oral Comprehension - ability to listen and understand information and ideas presented through spoken words.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Written Expression — Communicating effectively in writing as appropriate for the needs of the audience.
Service Orientation — Actively looking for ways to help people.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Coordination and Collaboration — adjusting actions in relation to others' actions.
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Time Management — Managing one's own time and the time of others.
Ability to hit deadlines and finish projects based on committed timeline.
EDUCATIONAL BACKGROUND
Must have a degree in Engineering or any Computer Science-related courses
PREVIOUS WORK EXPERIENCE
Must have at one 5years experience in NetSuite
NetSuite certifications/CPA is a high plus