The Level 2 Support team is a Critical Client facing function within the next generation support model. Through this role we are looking to infuse people who demonstrate a high caliber of technical & interpersonal skills with a best-in-class customer service attitude. Our aim is to provide unparalleled Desk side support operations across the firms distributed business & ancillary support divisions. Main responsibilities: Receive incidents that the global support center is unable to resolve Interacts face to face or over the phone with the impacted client Qualifies service calls and/or incidents as covered by SLAs Updates existing incidents and service call records active in the incident management system Categorizes and prioritizes incidents and service requests Incident resolution Understands service levels and executes their tasks accordingly Provides technical communication to customer or authorized caller about quick fixes Uses available resources to resolve incidents (people, tools and processes) Provides internal and external communication of incident status, engaging next level support when required Once incident is resolved, closes the incident in agreement with applicable procedures and authorized caller's agreements Ensures that the customer agrees that the resolution provided addressed their needs prior to incident or service call closure Provides comprehensive and accurate information to management about the quality of support Coordinates incident resolution and service request completion with various workgroups Ownership and troubleshooting of End User faults from point of reporting to resolution Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution Utilize and update the Knowledge Management system Telephone remote troubleshooting Telephone & Remote Desktop takeover (e.g. Bombgar, Carbon Copy, Dameware etc) Software Break fix Hardware Break fix (diagnosis only) Desktop, Laptop, Blackberry Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN, PPTP) Troubleshooting Directory Services related issues (AD, LDAP, NIS and/or Novell Netware v4) Utilize ARS Remedy v7 to log incidents Logical Problem Solving/ Troubleshooting skills Comprehensive PC/Desktop Support knowledge

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Order# 13022

Req. #:	13022	Position:	Support Specialist
Business:	Banking	Contact:	Maria Semaan   908-709-9800 x326
Location:	New York, NY	Duration:	1 year
Project Description:
The Level 2 Support team is a Critical Client facing function within the next generation support model. Through this role we are looking to infuse people who demonstrate a high caliber of technical & interpersonal skills with a best-in-class customer service attitude. Our aim is to provide unparalleled Desk side support operations across the firms distributed business & ancillary support divisions. Main responsibilities: Receive incidents that the global support center is unable to resolve Interacts face to face or over the phone with the impacted client Qualifies service calls and/or incidents as covered by SLAs Updates existing incidents and service call records active in the incident management system Categorizes and prioritizes incidents and service requests Incident resolution Understands service levels and executes their tasks accordingly Provides technical communication to customer or authorized caller about quick fixes Uses available resources to resolve incidents (people, tools and processes) Provides internal and external communication of incident status, engaging next level support when required Once incident is resolved, closes the incident in agreement with applicable procedures and authorized caller's agreements Ensures that the customer agrees that the resolution provided addressed their needs prior to incident or service call closure Provides comprehensive and accurate information to management about the quality of support Coordinates incident resolution and service request completion with various workgroups Ownership and troubleshooting of End User faults from point of reporting to resolution Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution Utilize and update the Knowledge Management system Telephone remote troubleshooting Telephone & Remote Desktop takeover (e.g. Bombgar, Carbon Copy, Dameware etc) Software Break fix Hardware Break fix (diagnosis only) Desktop, Laptop, Blackberry Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN, PPTP) Troubleshooting Directory Services related issues (AD, LDAP, NIS and/or Novell Netware v4) Utilize ARS Remedy v7 to log incidents Logical Problem Solving/ Troubleshooting skills Comprehensive PC/Desktop Support knowledge
Required Skills:
Personal Attributes: Good analytical skills - systematic, persistent, patient and methodical. Complete and thorough knowledge of the English language, both formally in terms of spelling, grammar and syntax, and informally in terms of modern idiom, everyday usage, slang, misspelling, jargon, street speak, and abbreviations used in communication channels such as SMS, instant messaging and chat rooms. Strong interpersonal skills with the ability to manage both up and down the organization. Good interpersonal manner, sympathetic attitude, and tact. Excellent communication skills. Ability to work productively without supervision for extended periods of time, but also to integrate tightly into a small and dedicated team. Well motivated and self-disciplined. Project, resource and time management skills. Flexible and committed approach to work. Must be goal-oriented and have a "can-do" attitude. Readiness to work when the workload requires it, and to travel outside normal working hours. Knowledge of standard Microsoft desktop products, especially Microsoft Word and Microsoft Excel. (for producing reports, minutes and other project documentation) and Microsoft PowerPoint (for occasional production of training support materials). Formal knowledge of linguistics useful but not essential.
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