Sr Administrator (Support & Operations)

Job Summary

Service Desk Offshore Lead to manage team of 8

Key Responsibilities

Responsibilities \r\n Receive and service user calls related to technical problems with hardware and/or software. Respond to usage or procedural questions and escalate outstanding problems to the appropriate engineering team or manager. Utilize remote desktop sharing tools and research skills to resolve hardware, software, connection, and wireless issues. \r\n Maintain record of daily questions and problems, remedial action taken, and installation activities using the Remedy tracking system. \r\n Assist in the development and testing of system modifications and enhancements. Report issues with test patches, software installs or hardware to the engineering teams; work with them to test fixes or workarounds. \r\n Add, delete, or move user accounts within the required time frame while maintaining privacy of information and security requirements. Process requests for system access to specific applications or functions. Obtain the appropriate approvals for added access or access to existing accounts. \r\n Design customer barcode labels, and coordinate barcode setup where needed. \r\n Maintain procedural documentation and knowledge articles in the team Share Point site. \r\n Provide support after hours; on-call duties on rotation.

Skill Requirements

Skills \r\n Excellent customer service skills \r\n Solid oral and written communications skills \r\n Solid problem solving skills \r\n Solid follow-up skills

Other Requirements

Abilities \r\n Ability to work in a team environment \r\n Ability to set priorities and manage time effectively \r\n Ability to communicate technical information to a non-technical audience both orally and in writing