Senior IT Support Specialist

Penske•Kitchener, ON

45d

About The Position

This role will work in a client-facing role, in a support center environment and will resolve technical “usage” issues related to Penske platforms for Penske Logistics associates and end users. The incumbent is trained on the software platform and auxiliary responsibilities. They will apply this knowledge to troubleshoot platform issues and provide end user support primarily on Company platforms. This position will be involved in resolving end user problems remotely through the use of software tools and telephonic support. This position documents issues and resolutions for use in future support situations. They are the primary contact and support resource for one or more applications programs and/or modules. They must be prepared to provide 24/7 support as a point of escalation, or for major outages. They must provide updates in the company ticketing and time tracking systems to document ticket issue resolutions. Will be responsible for performing auxiliary functions such as granting security, executing turnover request, phone configuration / setup, etc…

Responsibilities

Will often be involved in resolving end user problems remotely through the use of software tools and telephonic support.
Will provide phone configuration / setup tasks.
Will execute scripts to update data within the platforms supported.
Involved in analyzing tickets for trends and repeated issues
Formulate recommendations for system enhancements, or process improvements
Recommendations for metrics, dashboards and other information that will be used to support the team accomplishments
Interact with end users on a daily basis over the phone, email or chat
Expected to resolve end user issues in a timely manner.
Support existing platforms and processes, as well as perform auxiliary task such as phone configuration, granting platform security, processing turnover request, etc…
Ensure all tasks and projects are executed to department quality standards.
Trains junior level associates
This position is the face of LTEC from a problem resolution standpoint and must present a professional customer service oriented focus and confident approach to all user interactions
Resolution to end user issues that have been escalated to the support team.
Handle each customer with exceptional customer service.
Resolve issues within the defined Service Levels.
Ensure issue will be resolved and communicated in a timely manner, as well as documented in the ticketing system as well as any knowledge databases.
Other projects as assigned by the supervisor