Position Summary:
United’s Digital Technology team designs, develops, and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.
Key Responsibilities:
- Understands service levels and implements tasks accordingly
- Route and restore technical service and equipment incidents by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
- Transfers (routes) incidents to relevant Level 1or Level 2 Support for Resolution
- Qualifies service calls and/or incidents as covered by SLAs
- Provides sophisticated level computer and systems support.
- Ensures that the customer agrees that the resolution provided addressed their needs prior to incident or service request closure
- Follow through with resolution using documentation provided by infrastructure, application and development groups
- Advance issues as necessary
- Must be effective in interpersonal communications and problem solving
- Provides internal and external communication of status, engaging next level support when required
- Provide support for user identified errors and system alarms and alerts
- Accepts and logs authorized calls by phone, or other authorized means
- Work in a team setting, sharing information and assisting others
- Works on moderate to sophisticated incidents/problems
- Participate in team projects and assignments to enhance quality and efficiency
- Knowledge in own subject area
- Submit changes to the knowledge database
- Updates existing incidents and service request records active in the service management system
- Provides direction tools and process support to less senior employees
- Requires moderate guidance
- Makes decisions within guidelines & policy
- Maintain frequent interaction with all types of end-user customers
- Responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution and timeliness
- Provides technical communication to customer or authorized caller about quick fixes
- Uses available resources for resolution (people, tools and processes)
- Authenticates the caller or event
- Works on one or more incidents/problems
- May manage projects of limited scope
- Provides a first point of contact for all users of United IT Systems for questions, issues and service needs; or perform monitoring of all United IT Systems to identify incidents:
- Once incident is resolved or service request is completed, closes the record in agreement with applicable procedures and authorized caller’s agreements
Required Education & Experience:
- BA/BS or equivalent experience
- Must have a deep technical capability and ability to grasp new technical concepts quickly
- Reliable, punctual attendance is an essential function of the position
- Must be legally authorized to work in the United States for any employer without sponsorship
- The ability to communicate verbally and in writing with all levels of employees
- Two or more years of Information Technology technical and application support
- Team focus
- Successful completion of interview required to meet job qualification
- Excellent problem-solving and organizational skills