Essential Duties & Responsibilities:
Performs tier I support for Managed Services customers- quickly discerns and prioritizes all incoming requests and tickets.
Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions.
Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
Maintains information within a knowledge-based computer system. Includes data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
Provides on-call support during off hours and weekends
Gathers and qualifies functional and technical requirements. Coordinates design requirements, development and unit testing results with clients for validation.
Collaborates with test leads to document, plan and execute solution testing.

General Skills & Aptitudes
Critical thinking skills and a strong analytical mindset.
Experience with End-user support within large enterprise infrastructure organizations
Strong client relationship/customer service experience
Experience with Service Desk ticket management and SLA operations
Strong oral/written communication skills. Ability to articulated technical concepts to non-technical audience
Experience supporting and troubleshooting Web based applications
Experience drafting technical documentation and developing knowledge management content.
Experience and skills with relational databases and SQL, especially Oracle and MS SQL Server.
Experience with the object-oriented programming language(s) a plus.
Understanding of data quality and governance solutions experience a plus.
ITIL experience or certification highly desired.