Technical Support Specialist
5 days ago
Job Summary:
We are seeking a skilled Technical Support Specialist to join our team at REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. As a Desktop Analyst, you will be responsible for providing first-level end-user support to our business unit, globally. You will troubleshoot and diagnose IT platform components and services used by our employees, ensuring a high level of support that meets or exceeds caller expectations.
Key Accountabilities:
- You will perform Active Directory and MS Exchange administration tasks, including user account resets and modifications, adding accounts to security groups, modifying quotas on Windows servers, creating and modifying distribution lists, creating and modifying shared mailboxes, and modifying SMTP addresses.
- You will diagnose and solve issues with single and multi-user systems using maintenance tools and problem-solving skills.
- You will establish and adhere to service level response and resolution times for all systems.
- You will coordinate between employees and 2nd/3rd level IT Support for issues not under the 1st Level scope of the Service Desk Team.
- You will effectively communicate with management, team members, and various customer groups.
- You will demonstrate a propensity to take ownership in learning new business and technical skills to develop processes or applications to enhance the group's ability to achieve its goals.
- You will be capable of performing individual contributor roles and work in a team environment as needed.
Technical Competencies:
- You will have knowledge of PC hardware and architecture and desktop operating system internals.
- ITIL Certification/Knowledge in IT Service Management is highly desired.
- You will require knowledge/competencies in: Windows 10, MS Office, Web Browsers, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Mainframe, Active Directory, Service Now, VPN.
- Familiarity with supporting iOS devices and Mac OS is a plus.
- You will understand network protocols for LAN and WAN, including remote connectivity.
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