2nd Line Customer Technician at Relx

BASIC FUNCTIONS

This lead position will supervise and monitor the activities of corporate technical support staff. The position will also conduct analyses and prepare reports on progress, work trends, and problems. Other duties include evaluating and developing help desk programs and policies and advising support staff concerning administrative procedures, technical problems, and priorities. The role will assist with management decisions and activities and supervise the work efforts of individual contributors.

QUALIFICATIONS: 

• 5+ years of Service Desk experience
• BS Engineering/Computer Science or equivalent experience required

TECHNICAL SKILLS:

• Ability to perform complex troubleshooting for IT systems.
• Ability to troubleshoot B2B workflows and Application issues and articulate trouble to 2nd and 3rd line support.
• Ability to lead daily meetings to drive daily targets.
• Ability to travel when required.
• Understanding of operating procedures and when they should be changed/updated.
• Understanding of Integration principles including native XML/XSLT data formats and transformation.
• Strong understanding of ticket Systems, Incident management and management of applied SLA's and relevant reporting
• Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.
• Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing projects and managing projects of various size and complexity.
• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making.
• Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.
• Technical writing documentation/SOP development knowledge.

ACCOUNTABILITIES: 

• Supervise, monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.
• Lead the development of detailed technical documentation and standard operating procedures to perform various responsibilities.
• Identify when operating procedures need to be changed, updated, or developed.
• Triage complex problems, taking corrective action to ensure availability and minimize downtime.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities; audit records of others to ensure consistency of procedures and identify pattern of problems or issues to report out.
• Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation.
• Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers.
• Perform complex and escalated troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc.
• Develop detailed technical documentation and standard operating procedures to perform various responsibilities.
• Answer internal or external users’ inquiries regarding computer hardware and software to resolve complex problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Configure and set up workstations and laptops.
• Participate in troubleshooting and quickly arrive at workable solutions.
• Advise others on resolution and solutions in issues.
• Provide support and technical setup at some trade shows which includes periodic travel.
• Participate in resource planning and new application/technology rollout projects.
• Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff is provided with frequent feedback and coaching in order to meet and exceed individual and team performance goals consistently.
• Manage and encourage new ideas from staff to foster improvements through innovations.
• Empower the staff to be accountable and responsible for their own actions and decisions.
• Other duties as assigned.