JOB SUMMARYUnder direct supervision, provides support to end-users by answering phone calls, creating and completing service tickets, answering questions, and providing basic troubleshooting.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Refers more complex problems to the Remote Specialist level.
This position is staffed by beginners who have had sufficient educational background and/or experience.ESSENTIAL DUTIES AND RESPONSIBILITIESDemonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority.Maintain timely status of Incidents, Requests, and Alerts to ensure effective communication to the Jabil user community.Ensure support activities are monitored, logged, tracked, and resolved appropriately and in a timely manner.Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.Identify, research, isolate and resolve Information Technology Incidents and Service Requests.Escalate calls to the appropriate technical, professional and/or service personnel for service, repair, and follow-up.Utilizes call tracking system.Provide end-user training as required/assigned.Participate in the exchange of ideas and information within the department.Ask questions; encourage input from team members.Provide regular updates to appropriate managers.Identify creative ways to reduce cost by streamlining processes and systems (i.e.
modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).Assure that procedures and work instructions are efficient and not redundant.Offer new ideas and suggestions for improvement.
Identify and implement new practices and processes that are "best in field".Confer with reporting manager on complex or unusual situations.Ensure 100% adherence to all company policies and procedures (i.e.
Health, Safety and Quality).Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.Interpret a variety of instructions furnished in written, oral, diagram or schedule form.Maintain discretion and confidentiality in all areas pertaining to the IT systems.Understand and embrace the business and IT strategic direction.Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.Comply and follow all procedures within the company security policy.May perform other duties and responsibilities as assigned.JOB QUALIFICATIONSKNOWLEDGE REQUIREMENTSBasic Computer SkillsBasic Phone SkillsStrong Customer Service SkillsAbility to read, understand and learn from written documentationAbility to speak a minimum of two languagesKnowledge of ITIL Fundamentals preferredEDUCATION & EXPERIENCE REQUIREMENTSHigh School diploma or equivalentCustomer Service Experience preferredWORKING CONDITIONSMonday - SundayShift Work with possible shift rotationClimate controlled office environmentPHYSICAL REQUIREMENTSSittingWalkingStandingBending/Squatting/StoopingReachingBalancingTwistingCrawlingHands in waterKneelingData Entry/TypingUnusual hearing or vision demands: None specifiedOther physical demands or notes: Employees should not attempt to lift, pull or push a load in excess of 50 lbs.
without assistance.
Care should always be taken when lifting, pushing or pulling in an awkward position.
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