Regional IT Support Specialist
4 days ago
Strategic Networks Inc. is seeking a Regional IT Support Specialist to join our team.
Job DescriptionThe Regional IT Support Specialist will be responsible for working closely with the Field Support Engineer, Dispatch and Service Desk team in attending and resolving all service requests assigned per region/area.
- Technical focal point for any questions/issues raised by Field Support Engineers during an on-site activity, requiring occasional work outside of business hours.
- Remotely or guide installations on our client's IT Shared System.
- Respond and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineer within agreed SLA's.
The successful candidate will also be responsible for monitoring equipment, preparing purchasing requests for materials needed for each project, and writing daily and monthly reports regarding maintenance work provided.
In addition, they will escalate service issues that cannot be completed within agreed Service Levels and act as a hands-on support specialist for all network and server-related requests or incidents.
The Regional IT Support Specialist will maintain all I.T. equipment at client stores and offices through proactive preventive maintenance and provide support and troubleshooting to resolve all IT-related issues locally or remotely from Stores, internal departments, and external providers, vendors, or clients.
They will analyze issues and develop resolutions in a timely manner, manage escalation situations quickly and professionally, and communicate effectively with clients regarding incidents, progress, and impending changes or outages.
This role requires a high level of program and service knowledge to provide the best value-based technical solution to the customer.
The ideal candidate will have excellent communication skills, be able to mentor and guide Field Support Engineers in providing solutions that enhance customer experience, take full responsibility for assigned tasks, and meet attendance requirements based on Service Level Agreements.
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