Systems Support Specialist Job Description Template
Our company is looking for a Systems Support Specialist to join our team.
Responsibilities:
- Field incoming help requests from end users via both telephone, ticket system, in person and e-mail in a courteous manner;
- Strategy & Planning;
- Apply diagnostic utilities to aid in troubleshooting;
- Develop help sheets and frequently asked questions lists for end users;
- Building and deployment of new desktops, workstations, and notebooks as directed by use of deployment tools;
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals;
- Perform post-resolution follow-ups to help requests;
- Participate in on-call support on a rotation basis;
- Manage operations;
- Build rapport and elicit problem details from help desk customers;
- Adhere to the Code of Conduct and be familiar with all compliance policies and procedures stored in LogixGarden relevant to this position;
- Ensure user satisfaction by providing preventive maintenance, troubleshooting and problem resolution services;
- Gain in-depth knowledge about SWIFT’s internal applications and their interactions in order to identify and analyze problems.
Requirements:
- Knowledge in following areas is an advantage : – Oracle – Perl scripting – TCPIP, DNS, and VPN – Information Broker systems;
- Autonomous, driven, with strong ability to quickly adapt and respond to change;
- Load balancing and scalability;
- Outstanding knowledge of software maintenance;
- Some experience in a similar position in a comparable technical environment is an asset;
- Excellent analytical and problem solving skills;
- Open-minded, solutions oriented, and a true team player – gaining energy through collaboration with others;
- Customer oriented and quality mindset – we continually strive to deliver true customer value;
- Fluent in English (spoken and written);
- Exceptional vendor relationships;
- Software implementation;
- Process Improvement;
- University degree IT / Engineering or equivalent.