IT Senior Support Agent

Job Summary

This role provides essential frontline technical support or fulfillment for more complex end user support needs and to remove obstacles keeping business users from performing work normally. Acts as a mentor, and provides guidance and training to less experienced agents. By sharing their knowledge and expertise the IT senior agent helps ensure that IT support agents are providing best-in-class support to the organization within the agreed upon service levels. The Senior Agent manages daily ticket and call dispersion and ensures that service requests and incidents are resolved in an efficient manner, while maintaining high levels of customer satisfaction.

Key Performance Indicators

Operating within the Company IT Service Management framework and following ITIL foundational structures in all approaches. Working closely, collaboratively, and cohesively with IT Colleagues and Business teams alike to ensure support-related services are delivered in a timely and effective manner.

Principal Duties and Responsibilities

• Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

• Acts as a technical expert for other team members and internal customers to resolve problems in their specialty area.

• Utilizing ticket management tools, call center systems, the Senior agent manages daily support queues and delegates tasks to team members based on their skills and workload.

• Following agreed procedures, provides best practices to users on systems, products and services.

• Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them.

• Responsible for handling the most complex level-one calls, providing expert technical support to end-users and resolving complex issues efficiently and effectively. In addition to handling calls directly, the Senior Agent will also play a key role in training and mentoring entry-level colleagues,

• Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.

Required Experience

• 3-5 years experience required in relevant technology functions

• Working in a Service Desk providing support to a complex customer base

• Diagnosing and resolving complex IT related support requests (hardware, software and applications)

Required Leadership Traits and Characteristics

• Has excellent communication and interpersonal skills for dealing with colleagues, staff, and suppliers. Is well organized and practical and pays close attention to detail. Has an understanding of installing company hardware and/or software to be approved by the organization; has also acquired expertise in all areas of installation

• Teamwork - Working cooperatively (rather than competitively) with others to achieve a common goal.

• Has good oral communication skills and takes an analytical approach to problem-solving. Is thoroughly familiar with the concepts and practices required to implement effective IT solutions.

• Is competent in problem-solving within the context of controlling information and communications technology assets and changes to information systems.

• Has a broad knowledge and understanding of IT concepts and architectures and of the principles and processes of implementing and delivering IT services.

• Familiarity with relevant methodologies, tools and techniques

• Ability to quickly learn the objectives, structures, operations and policies of a new business area

• Ability to engage both IT and business partners to determine the explicit / implicit their requirements, documenting in business case or requirements summaries

• Experience leading and motivating others, while demonstrating empathy

• Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing

• Intellectual curiosity and business acumen

• Results orientation and persistent focus to all duties

Formal Education, Qualifications or Training

Bachelor's degree OR equivalent professional certification OR equivalent work experience

Base Pay Range $47,840 - $68,200/ year

While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).