IT Support Specialist

Global Data Systems Inc•Lafayette, LA

19d•Onsite

About The Position

The IT Support Specialist advocates for GDS customers and maintains ownership of customer-impacting service requests, problems, and incidents during an assigned shift or rotation. The role is a primary point of contact for communication between internal and external stakeholders about ongoing problems, initiatives, and projects. The position provides technical troubleshooting and customer service, manages tickets and projects, documents activity, and works to resolve customer issues within service level agreements (SLAs). It is performed onsite at GDS offices and may involve a set schedule covering days, nights, weekends, and holidays, subject to change based on business needs.

Requirements

At least 1 year of telecommunications and/or NOC/technical support center experience in an SLA environment.
An associate degree or equivalent training in telecommunications or IT/networking support; familiarity with configuring and troubleshooting Cisco-based networks; and effective troubleshooting and analytical skills, or an equivalent combination of education and experience.
Ability to take ownership, with excellent customer service and interpersonal skills.
Ability to write reports, business correspondence, and procedure manuals, and to present information effectively and respond to questions from managers, clients, and customers.
Ability to perform arithmetic calculations, compute rates, ratios, and percentages, and draw and interpret bar graphs.
Ability to solve practical problems involving varied conditions and limited standardization, and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to recognize problems, systematically gather information, evaluate complex issues, seek input, address root causes, make timely and difficult decisions, use consensus when possible, and communicate decisions.
Knowledge of contact management systems, database software, internet software, spreadsheet software, word processing software, Active Directory administration, Exchange administration, folder permissions, and other software or applications as business needs require.
Ability to multitask in high-stress situations in a fast-paced environment while maintaining professionalism.

Nice To Haves

Basic to intermediate-level knowledge and relevant industry certifications, where applicable; examples include CompTIA Network+, CompTIA A+, CCST, and ITIL Foundation.

Responsibilities

Communicate technical concepts effectively to technical and non-technical audiences.
Participate in basic and intermediate-level technical troubleshooting.
Provide quality customer service and appropriate, thorough communication to internal and external customers.
Follow GDS policies, procedures, and processes.
Work independently and with customers, peers, engineers, and partner vendors to diagnose problems and achieve resolution within designated SLAs.
Manage assigned tickets, activities, and projects, thoroughly documenting activity and time.
Resolve customer issues in accordance with SLA obligations while maintaining high levels of customer service feedback.
Communicate with customers about outages, updates, and status changes as appropriate.
Participate in departmental, process, and project-planning meetings as required.
Prepare reports for internal and external use as directed.
Prioritize tasks based on workload.
Educate internal and external users about GDS offerings.
Perform other duties as assigned.