User Support Specialist

Summary

The GraceKennedy Financial Group seeks to identify an individual looking for an excellent opportunity to progress his/her career; and who possesses the vision and energy to help drive dynamic changes across the group.

Responsibilities

• • Provide first-level technical support for all personal computers and/or peripherals using documented procedure and available tools.
• • Ensure that all company PCs and applications, e.g., Operating Systems, Productivity applications, Virus protection, specialized application etc., operate at optimum levels.
• • Document and maintain procedure for logging reported problems and escalation process.
• • Ensure Customer calls/requests are answered in a timely manner and in accordance with the terms the SLA and their technical support needs are handled/routed to the relevant personnel for action.
• • Liaise with the other personnel to determine the status of requests and provide feedback to customers about their requests/as required.
• • Plan and participate in post issue resolution meetings to determine requirements for improvement.
• • Plan and participate in Antivirus Virus protection via updates and patches.

Qualifications

• • Diploma in Computer Science or equivalent qualifications
• • A minimum of two (2) years’ experience in a similar capacity
• • In-depth knowledge of computer software and hardware technologies
• • Good working knowledge of Windows Operating System environments
• • Good understanding of A+, Network+ and MCSE
• • General knowledge in TCP/IP and other communications protocols
• • Very good customer service skills and high level of professionalism
• • Excellent organization, communication and interpersonal skills
• • An eye for details and the ability to follow up talks to completion
• • Ability to work independently or in groups
• • General Driver’s License

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