IT Support and Incident Manager

Key Responsibilities

• Respond to requests for technical assistance by phone, email, chat.
• Manage incidents and problems in the incident management system.
• Act as a liaison between users and technical escalation teams.
• Follow-up on open incidents and provide status updates.
• Escalate problems to appropriate teams when required.
• Maintain hygiene in ticket documentation and overall ticket quality.
• Identify and learn appropriate software and hardware used by the firm.
• Encourage users to use self-help resources and demo common issue solutions.
• Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco Phones.
• Configure and troubleshoot virtual computers hosted via ESX servers.
• Troubleshoot Microsoft Office applications suite including Teams, O365.
• Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile devices.
• Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
• Work extended hours when business needs.
• Flexibility to work in rotational shifts and week offs.
• Ability to work under high pressure.

Must-Have Skills

Nice-to-Have Skills