Summary:
Provide a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service requests.
Responsibilities:
▪ Provide first line support for any information technology issues and problems.
▪ Help by phone, email and/or using a ticket management system.
▪ Track issues to resolution.
▪ Update the internal knowledgebase with issue resolution details.
▪ Track user account creation, changes and deletions.
▪ Perform password resets and re-certify tokens.
▪ Support computers, laptops, tablets, smart phones and applications.
▪ Monitor and escalate alerts from antivirus systems.
▪ Monitor backup system alerts and escalate errors.
▪ Maintain user accounts including rights, permissions and systems groups.
▪ Manage critical incidents.
▪ Escalate problems as required to Tier 2 and Tier 3 support teams.
▪ Quickly and accurately determine incident scope and impact.
▪ Follow up on tickets at pre-defined intervals until resolved.
▪ Act as a liaison between customers and technical escalation teams.
Qualifications:
Proficient In:
EQUAL OPPORTUNITY EMPLOYER:
****Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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