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IS Support Services Administrator

3 meses atrás

Maringá PR, Brasil ASENIUM CONSULTING Tempo inteiro

This position will be based in (SITE), this position is responsible for the day-to-day operation of the IT Support process across the organization with the main objective to take ownership and restore normal service operation as quickly as possible and / or resolve requests according to our service level agreements to minimize the impact to business operations.

This is how your journey begins

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process with different stakeholders.
  • Remediate deviation of a process for its division/department.
  • Responsible for communicating opportunities for improvements with the Incident / service request Process Owner.
  • Responsible to guarantee good customer satisfaction, escalate and work with different groups to guarantee customers are well-supported, and the process is improved.
  • Point of contact for escalation and ownership for all Major Incidents or Critical Requests
  • Responsible for the effective implementation of the process "Incident Management" and “Service Request Management” and carrying out the respective reporting procedure
  • Support the definition and execution of the Strategical Projects Implementation
  • Represent the second stage of escalation for Incidents or Service Requests
  • Monitor the incidents and service requests to ensure that the Service Level Agreement are respected from all IT groups
  • Ensure incident / service request audits and periodical reviews are in place.
  • Provide guidance and training to other groups
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
  • Work with different groups to coordinate and push for the shift left plan.

Required Qualifications

Skills / Abilities

  • knowledge of ITSM ServiceNow
  • Server / VMware – 7.0 version
  • Storage
  • Backup / Disaster Recovery – Veeam technology
  • Patch Management
  • DNS / DHCP, LAN / WIFI, WAN / SDWAN
  • ITIL Certification - Mandatory
  • Usage of Key Performance Indicators dashboards to measure and improve support quality
  • Continuous IS Support processes improvement

The Ideal Candidate :

  • Proven ability to form and maintain highly effective working relationships with all levels of seniority.
  • Customer Focused
  • Take ownership
  • Process oriented
  • Ability to manage conflict and look for consensus.
  • Ability to motivate and moderate people in different work contexts and cultures…. Along with the ability to motivate him/herself.
  • Empathy with user and the ability to see through the customer’s eyes.
  • Ability to manage complex tasks which involve technical assets as well as people.
  • Communicate in a virtual, complex, and multicultural environment and to determine the audience of your peers.
  • Ability to be cooperative and flexible.
  • Strong work ethics and loyalty to the company.
  • Relies on extensive experience and judgement to plan and accomplish goals
  • Public relations \ Relationship Management for their Support needs

Education

  • Bachelor's degree in (Business administration/Engineering/ Computer Science or Equivalent) or at least three years in similar position
  • Fluent in English (equivalent of Cambridge B1-C1).
  • ITIL Certifications highly preferred.

Experience

  • 2-3 years of IT related experience