Infor

An IT Support Specialist associate is required to provide Tier 0 to Tier 2 technical support assistance and troubleshooting to all company Professionals. Support will be provided remotely via voice and/or email. This support will include remote assessment and resolution of problems, proper routing and escalation of problems within the IT organization and, in general a contribution to the successful use of Information Technology Services within the company. 

Essential Duties

• Requires coverage during standard operating hours as well an on-call support if needed.
• Troubleshooting of IT Services incidents as requested thru the IT Ticketing Tool by internal employees and possible external users.
• Analyze and test software, hardware and business applications functionalities and issues.
• Analyze and repair of software, hardware and/or business applications incidents.
• Provide quality answers and follow-up to customers in a timely manner.
• Analyze root causes and research appropriate references (people/materials).
• Use systems analysis techniques while working with customers to provide general or specific applications, systems or solutions to best meet business specifications and customer needs.
• Deliver administrative duties such as reporting and tracking, event coordination, creating presentations, periodic research for project, procurement activities and invoicing.
• Office-based providing  remote support

Basic Qualifications

• Competent technical abilities in the concepts and principles in respective industry or discipline.
• Problem solving and analytical skills.
• Good understanding of different technology related to the services to be supported.
• Strong interpersonal skills, must be able to interact with personnel in multiple business roles across the globe.
• Good English verbal and written communication skills.
• At least 3+ years of experience in Technical Support role either in IT Service Desk/Help Desk/Remote Desktop Technician etc, who also have international calling experience or exposure to working with International users.