Service Delivery Engineer 1

Job Description

Supports the Corporate IT Business community, providing first level dispatch, second level support, and assists management team with day to day operations of the group. Receives, assesses, troubleshoots, and escalates support requests.

Responsabilities:

• Provide solutions and develops approaches to a variety of complex problems and determine technical objectives without appreciable direction
• Monitor group SLO, customer satisfaction and other performance metrics
• Collaborate with other IT Support groups. Contribute to process improvements, identify inefficiencies and report them to management.; Assist management in coordinating and conducting team meetings and group discussions
• Understand the call tracking system at a level capable of monitoring work flow, ensuring correct usage, and generating reports
• Serves as an escalation point for various operational issues as determined by the management staff
• In addition, independently determines and develops approach to solutions with considerable latitude
• May be asked to conduct training to other technicians or non-technical employees. In offices outside the US, responsibilities may include: - Manage all local IT equipment in and the global AM database, Consult with GREF or Real Estate in preparation of cabling and design of our Facility Projects

Requirements:

• Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience
• Highly skilled in hardware, software and/or operating systems environment
• Ability to influence others to achieve results
• Advanced mentoring/Coaching skills
• Good knowledge of appropriate networks, products and protocols
• Advanced troubleshooting skills
• Advanced customer Service skill