Major Incident Coordinator - Celebration, FL

Merge IT•Celebration, FL

9h•Onsite

About The Position

Our enterprise-level client is seeking to add a Major Incident Coordinator to work onsite in Celebration, FL. This is a 3-6 month contract with possible extensions. The role requires an ASAP start date and is fully onsite in Celebration, FL. A Drug & Background check is required.

Requirements

2 - 4 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
2 - 4 years' work experience in customer services support.
3 - 5 years' experience supporting the following hardware and software: Active Directory, Exchange Admin, PC, Macintosh, iPhone, Printers. MS-Outlook, Windows, MS-Office 2013 and 2016 (Office 365).
Must be able to work independently.
Must be able to work a flexible schedule to accommodate Disaster Recover situations during off hours.
Strong interpersonal skills when filling in for Supervisor.
Strong analytical skills.
Strong customer service skills.
Ability to understand and follow oral and written instructions
Strong English (verbal and written) skills.
Typing skills essential

Responsibilities

Handle major incidents communication
Executive level support troubleshooting and assistance
Perform Disaster Recovery procedures during testing and outages
Assist in leading a team of skilled IT Analysts; motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
Understand the key measurements and what is expected of the analysts to ensure goals are met.
Take escalation issues from customers.
Take on some Supervisor Responsibilities when needed.
Troubleshoots, via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
Applies understanding and knowledge of information systems products and services to assist users
Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems
Receives and prioritizes issues and forwards using appropriate escalation procedures
All other duties as assigned