Regional Support Sr. Technology Specialist I
Everest Global Services, Inc.

Title:
Regional Support Sr. Technology Specialist I

Company:
Everest Global Services, Inc.

Job Category:
Technology

Job Description:

The Regional Support Senior Technology Specialist I is responsible for overseeing the operations of Desktop Support activities including a walk up Tech Bar focused on all internal end user related support . Coordinates within the IT Department, and across the organization, to ensure high quality resolution of all reported requests and incidents in a timely manner. Successful candidate will continuously go above and beyond to ensure excellent customer experience including within the New Hire process.

Core Responsibilities:

• Daily manage Regional Support ticket queue and assignment of Incidents and Requests to staff
• Develop KPIs, provide reporting accordingly and respond quickly and appropriately to address concerns highlighted by this information
• Responsible for management of shift scheduling of Regional Support staff including on-call support
• Function as the initial point of contact/escalation for our outsourced Service Desk and IT business partners
• Track problems and ensure their resolution; use ITSM system for ticket tracking and management of PCs
• Provide organization and oversight for partners and vendors performing work onsite, ensuring compliance with company technology standards and processes.
• Small to medium level project management.
• Support usage of Knowledge Management system and related processes
• Partner to drive Continual Service Improvement opportunities across the IT organization
• Develop user guides, procedures, and compliance related documentation.
• Establish best practices throughout the entire Regional Support technical support process
• Additional duties as assigned by manager.
• On call rotation and occasional weekend support required

Qualifications:

• Solid technical background with the ability to provide clear and concise direction to the team
• Strong understanding of common Desktop Support metrics and performance improvement techniques. Demonstrated ability to increase performance by analyzing SLA compliance and ticket characteristics, creating effective practices in response to trends.
• Excellent written and oral communicator. Able to develop and communicate effective approaches to Desktop Support team, customers, and management.
• Proven ability to continuously increase efficiency and reduce errors using multiple methods such as process development, job aids, training, organizational management etc.
• Proven successful work experience in an IT Desktop Support team (minimum of 5 years)
• Hands-on experience with ITSM tools
• Must be highly customer-service focused
• Must demonstrate strong management skills
• BS degree in Computer Science, Information Technology, or equivalent proven experience

Technical Knowledge and Experience:

• Experience with remote control of end user devices to ensure proper troubleshooting and resolution of support call.
• Understanding of network and infrastructure technologies.
• Experience with an ITSM system
• ITIL Foundations Certification strongly preferred

Additional Qualifications:

• Excellent customer service and organizational skills.
• Act as a role model within the team by demonstrating flawless customer service, patience, and etiquette.
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge .
• Ability to work accurately, independently and efficiently through varying request and incident types.
• Flexibility for off-hour support, and adaptable to changes.
• Ability to multi-task, to prioritize assignments, and to meet deadlines.
• Thorough with strong attention to detail.
• Ability to work independently and in a team.
• Quick learner of new tools and technologies.
• Knowledge of IT regulations and standards, e.g., SOX, etc.

Type:
Regular

Time Type:
Full time

Primary Location:
Warren, NJ

Additional Locations:

COVID-19 Vaccine Mandate: For employees working in the New York City or Toronto offices, Everest requires all individuals hired into this position to be fully vaccinated and provide proof of vaccination prior to commencement of employment, unless the Company has granted an exemption.

Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Talent Acquisition at 1-908-604-3000.

This job has expired.