This role includes installing and maintaining network hardware, software, and communication links whilst ensuring minimal network downtime occurs. Diagnosis, resolving, and documenting hardware and software problems in a timely and accurate fashion, providing end users with appropriate assistance.

Responsible for managing all procedures related to the identification, prioritization, and resolution of end-user requests, including the monitoring, tracking, and coordination of Support functions.

Candidate will be responsible to act as IT local representative for change management requests

Network
Infrastructure
security
applications
Asset management

KEY TASKS AND RESPONSIBILITIES

Bear the global vision of support activities and ensure crosswise their strategic coherence with group global strategy, business orientations, organization, and IT
Ensure that all support demands (Incidents, Service Requests, complaints) are taken care of respecting quality and delivery delay expectations
Guarantee service delivery compliance with support processes and standards in place
Not only solve issues but work with a robust continuous improvement mindset.
Develop a strong understanding of projects impacting the service area and ensuring service impact is minimized
Act as a problem solver: technical (infrastructure, network), functional (application), organizational (user training, internal organization issue)
Have an escalation role within the operations and IT organization
Define, follow up customer satisfaction indicators and present results to IT organization
Define and follow up support performance indicators to implement continuous improvement approach

Education and Experience requirements

Bachelor’s or Master’s Degree in Computer Science, Information Systems, or Engineering
5 years of practical experience in IT Service Support and Service Delivery in large heterogeneous enterprise level IT organization
Solid understanding of business processes and business dependencies on supported technologies

Desirable

Experience of working within a culturally diverse global company
Conversant in French or another European language would be advantageous
ITIL certified

Job Type: Part-time

Pay: $18.00 - $23.00 per hour

Education:

Bachelor's (Required)

Experience:

IT Support in large enterprise level organization: 2 years (Required)
ServiceNow: 2 years (Preferred)

Language:

French or another European language (Preferred)

Ability to Commute:

Searsport, ME 04974 (Required)

Work Location: In person

The Ascendant Group

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