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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