IT Support Specialist

POSITION SUMMARY

Advocate for GDS customer and maintain overall ownership for customer-impacting service requests, problems and incidents during shift / rotation. Primary point-of-contact for communication between internal and external stakeholders regarding ongoing problems, initiatives and projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following :

• Successfully communicate technical concepts to both technical and non-technical audiences.
• Participate in basic and intermediate-level technical troubleshooting.
• Provide quality customer service to internal and external customers including thorough and appropriate communication
• Ability to understand AND follow GDS Policies, GDS Procedures, and GDS Processes
• Work independently and with customers, peers, engineers and partner vendors to diagnose problems and attain resolution within designated Service Level Agreements (SLA).
• Manage assigned tickets, activities, and projects and ensure all activity and time is properly and thoroughly documented.
• Ensure the resolution of customer issues in accordance with SLA obligations while maintaining high levels of customer service feedback.
• Ensure that required communication with customers regarding outages, updates, status changes, etc. are performed appropriately.
• Participate in meetings for departmental, process, and project planning as required.
• Provide reports for internal and external use as directed.
• This role requires the possibility of working, days, nights, weekends, and holidays on a set schedule onsite at GDS office(s). This schedule is subject to change from time to time as business needs change.
• Ability to prioritize tasks based on workload.
• Educate internal and external users in the use of GDS offerings.
• Other duties as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)