IT Support Specialist II - Remote Eligible

Job Title

Proactively monitor and manage call and ticket queues to ensure all interactions are handled within established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This includes tracking answer rates, response times, resolution times, and adherence to quality standards.

Serve as the primary point of contact for escalated customer issues, working to de-escalate situations and find effective resolutions. This may involve collaborating with technical teams, product managers, or other departments.

Perform detailed analysis of historical and real-time data to identify opportunities for process improvement, efficiency gains, and enhanced customer satisfaction.

Handle a percentage of customer interactions (calls, emails, chats, or tickets) to stay connected with customer experience and identify areas for improvement. This may include resolving complex issues, providing technical support, or providing front-line coverage during peak volume periods and or coverage gaps.

Proactively suggest and implement improvements to queue management processes, tools, and workflows to optimize efficiency and enhance customer experience.

Provide suggestions for coaching and best practices for handling calls and tickets, including SLA adherence and customer communication.

Conduct intraday analysis of queue performance, identifying potential bottlenecks or trends that could impact customer experience. This involves monitoring call volume, ticket backlogs, and agent availability.

Prioritize and reroute calls and tickets based on urgency, impact, and customer segment to ensure high-priority issues are addressed promptly.

Generate and distribute regular reports (shift and daily hand-offs) on queue performance, SLA adherence, and key performance indicators (KPIs) to management and relevant stakeholders.

Implements routine changes on production systems per direction and guidance from Administrators.

Supports the integration of new technologies into existing infrastructure.

Resolves Level 1 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes.

Deploys standard repeatable build outs.

Supports the patching and maintenance of appropriate technologies (e.g. servers/databases/network/storage/software solutions).

Supports routine backup strategies and disaster recovery tests.

Reviews system performance indicators and raises issues to more senior level team members.

Assists with monitoring vendors' release notes and contributes to the implementation of necessary upgrades and patches as required.

Maintains third-party tools.

May make proactive suggestions for service improvements.

Minimum Qualifications

HS Diploma or GED; Bachelor's Degree in Information Technology, Computer Science or a related field preferred or equivalent relevant experience.

1-2 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

Knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.

Applies standard methodology, techniques, procedures and criteria.

Ability to troubleshoot and resolve basic/routine system hardware, software or networking related problems.

Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.

Strong customer service skills.

Experience with cloud infrastructure, digital workspace, and storage technology a plus.