Principal Responsibilities:

• Liaise and work closely with the Account Management team, Project Management team, Engineers, and Helpdesk to ensure Matsco is meeting / exceeding our SLAs
• Provide technical escalation for desktop infrastructure, Microsoft Servers,etc.
• Availability for out-of-hours support via the on-call rotation (once a month, on rotations with the other engineers)
• Provide timely support on end-users issue and requests
• Troubleshooting of HW, SW or OS related items

Knowledge and Experience:

• Minimum 3-4 years demonstrable 1st/2nd line support experience in a similar role
• Experience in end-user support
• Proven detailed knowledge and experience with the following:
  • MS Server, Active Directory & Exchange
  • LAN/WAN, DNS, DHCP, TCP/IP
  • Office 365

Skills:

• Ability to work in high pressure environments individually and as part of a team
• Ability to delegate effectively
• Clearly articulate messages to a variety of audiences, including technical and non-technical persons

Lucero Mary Grace Servino EA License No.: 02C3423 Personnel Registration No.:R22108290

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