Regional IT Technical Specialist
9 hours ago
At Strategic Networks Inc., we are seeking a highly skilled Regional IT Technical Specialist to join our team. This role plays a crucial part in ensuring the smooth operation of our network infrastructure.
Key Responsibilities:
- Collaborate closely with Field Support Engineers, Dispatch, and Service Desk teams to resolve service requests promptly and efficiently.
- Serve as the primary technical point of contact for any questions or issues raised by Field Support Engineers during on-site activities, often requiring work outside regular business hours.
- Remotely guide installations on our clients' IT Shared Systems or perform them locally.
- Respond to and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineers within agreed SLAs.
- Monitor equipment, prepare purchasing requests for necessary materials, and compile daily and monthly reports on maintenance work provided.
- Evaluate service issues that cannot be completed within agreed Service Levels and escalate them as necessary.
- Act as the 'hands and eyes' for all network and server-related requests or incidents.
- Maintain all I.T. equipment at client stores and offices through proactive preventive maintenance.
- Provide support and troubleshooting services to resolve IT-related issues locally or remotely from Stores, internal departments, and external providers, vendors, or clients.
- Analyze problems and develop timely resolutions.
- Ensure that escalation situations are managed professionally and communicate effectively with clients regarding incidents, progress, and impending changes or outages.
- Prioritize maintaining a high level of program and service knowledge to deliver value-based technical solutions to customers.
- Support and mentor Field Support Engineers to provide excellent customer experiences.
- Take full responsibility for assigned tasks and adhere to attendance requirements based on Service Level Agreements.
What We Offer:
- A dynamic work environment where you can grow professionally and personally
- Ongoing training and development opportunities to enhance your skills and expertise
- A comprehensive benefits package tailored to meet your needs
About Us:
Strategic Networks Inc. is a forward-thinking organization dedicated to delivering cutting-edge technology solutions to our clients. Our commitment to excellence drives us to seek talented professionals who share our passion for innovation and customer satisfaction.
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