Techinical Support Representative

The Techinical Support Representative is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses.

Strategy & Planning

· Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.

· Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.

· Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.

Acquisition & Deployment

· Prepare budget proposals and operational expenditure statements.

· Collaborate with other departments to identify and/or procure service management software for internal staff and external clients.

· Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

· Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service.

Operational Management

· Lead several incident response teams across the organization for the duration of escalated incidents.

· Design and enforce request handling and escalation policies and procedures.

· Coordinate the transfer to the problem management process where necessary.

· Monitor and test fixes to ensure problems have been adequately resolved.

· Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution.

· Track and analyze trends in incident reports and generate statistical reports.

· Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.

· Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

· Attend training seminars, conferences, and trade shows to broaden knowledge of current and future incident management technologies and processes.

· Oversee the development, implementation, and administration of incident management training procedures and policies.

· Train, coach, and mentor all support tiers.

Personal Attributes

· Solid relationship management and performance management skills.

· Ability to motivate and direct staff members and subordinates.

· Exceptional interpersonal skills, with a focus on listening and questioning skills.

· Strong documentation skills.

· Ability to conduct research on a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language to non-technical staff and end users.

· Keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

Work Conditions

· Additional working hours as required, including coordinating incident response 24x7.

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

· Some travel may be required.