IT Specialist (Customer Support)

In this role, you will: Diagnose and resolve problems in response to customer reported incidents/problems. Research, evaluate, and provide feedback on problematic network, operation trends and patterns to support customer support requirements. Interact with internal and external stakeholders as the Subject Matter Expert (SME) to provide Information Technology guidance and solutions and providing customer training as required on software and desktop/mobile equipment. Install, configure, integrate, troubleshoot, optimize and maintain customer hardware and software to maximize system availability and performance. Establish overall service management strategy (to include SLA's/OLA's) policies and procedures and provides daily, weekly metrics to leadership. Contribute to continuous improvement and transformation by bringing to bear and championing IT best practices and processes such as Information Technology Infrastructure Library (ITIL) and Agile. Identify and specify information system s