Support Liaison

Roles and responsibilities:

Work with Business units on installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software.

Work with Business Units to ensure incoming/existing team members are appropriately set up with software, hardware

Escalates incidents and questions to appropriate Business Units.

Contributes to the improvement and enhancement of processes and procedures. (Knowledgebase articles- KB)

Train staff in Business Units on software and systems used by the company.

Deploy support tools to systematically trace sources of error or technical failure.

Responds to incidents in a timely manner with an appropriate level of urgency.

Minimize interruptions in customers’ ability to carry out critical business activities

Support team’s abilities and functions through positive customer relations.

May assist in administration and maintenance of network infrastructure components.

May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

May Assist in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves

Gain additional knowledge through interaction with other Business Units

ANY OTHER DUTIES AS ASSIGNED

Qualifications and Education Requirements

College degree in Information Systems, Computer Science or related field or equivalent experience.

PREFERRED SKILLS

● Proficiency in Microsoft Windows Operating Systems, Microsoft Office products, Ring Central, Last Pass, Sharefile, Applied Epic, Salesforce, Calendly, Hubspot,

● Ability to work with relational database and understand the relationship of data

● Familiarity with data analytics

● Ability to perform advanced reporting using Microsoft Office product, Power BI

● Organizational skills, attention to detail, ability to prioritize in a changing environment

● The desire and ability to learn software programs, troubleshoot and solve problems creatively

● Strong verbal and written communication skills; people skills

● Ability to work independently and as part of a team