||The System Support Specialist provides technical assistance on-site on Ultra-supported systems as part of the 24x7 provision of service to our customer. The primary role is to provide Tier1 technical support while ensuring that Service Level Agreements are met, acting in a professional, customer focused manner at all times.
MAIN DUTIES AND RESPONSIBILITIES
To become part of the rotation that provides round the clock, 7 days a week support for RDU, partially on-site, other times taking on-call duties rotating between the team members.
To resolve hardware and software problems across the Airport Terminal Building within set timeframes. Training for the specialized systems will be provided.
To repair or upgrade computer hardware, printers, monitors and other peripheral devices.
To perform preventative maintenance on the assigned systems.
To progress all support tickets assigned to their logical and technical conclusion either via resolution, escalation internally or escalation to a 3rd party. The supported products are to include, but not exclusively on the Ultra applications and supporting platforms deployed at RDU Airport.
To provide the customer with confidence that their technical service request or incident will be progressed and resolved in a timely fashion.
To provide support, training and coaching to other members of the service team in order to up skill others and provide a higher level of service to the customer.
Accurately maintain an asset record of all the installed and spare equipment.
To perform the critical task of understanding and correctly assigning the impact of incidents, to ensure that service calls, problems and changes are related to the incident as required.
Perform other duties as might be required or assigned.
CompTIA A+ Certification
Right behaviour style
Has to be able to pass a security and criminal record check as condition of the employment
CompTIA Network+ Certification, or understanding of basic networking principles
ITIL Foundation Certificate
A technical Windows Server based certificate
Exposure to Windows Server and AD environments
Proven experience in an operational IT environment
Strong verbal and written communication skills
Detail oriented and looking for improvements
Ability to work in a fast-paced, team-oriented environment
Experience of or a desire to contribute to an out of hours on call support rota