Responsibilities:
Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
Provides technical support to teams within the organization, and to external clients when required
Assists with systems integrations
Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Maintains and updates technical documents and procedures
Identifies and resolves technical issues
Manages coordination at a local and international level where required
Delivers regular and customized training to teams within the business
Prepares maintenance plans and upgrades schedules for the organization’s systems
Develops reports for teams across the business
General Skills:
Experience providing expertise and technical knowledge about a specified application or suite of applications
Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
Experience training end users on a variety of applications and creating documentation when necessary
Experience responding to end-user requests by troubleshooting issues or questions regarding managed applications
A team player with a track record for meeting deadlines, managing competing priorities and client relationship management experience
Intimate knowledge of an organization’s computing systems
Ability to explain complex ideas to those with limited IT and systems knowledge
Exceptional verbal and written?communication skills
Listening ability and patience
Extraordinary customer service and relationship management experience
Critical thinking skills
