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TIER III Help Desk / Service Delivery Specialist

Client Operations Support:  Obtain and retain consistent, loyal clients through proactive and outstanding customer service and communication, while showing initiative and creative problem solving skills by:

Providing first point of contact support via phone or service desk and setting expectations for service request implementation plan
Serving as point of contact for partner help desk escalations
Performing rapid assessment, troubleshooting, and resolution of client network/application issues with little or no support from client or resources within defined timeframes per Service Agreement commitments.
Proactive identification of current and potential client issues.
Formulating plans to resolve or mitigate those issues.
Clearly communicating the issues and plans through written and verbal communication
Executing plans quickly and efficiently with minimum impact to the client’s work environment
Relentlessly pursuing the resolution of outstanding issues.
Manage service team’s activities and ensure scheduling of tickets/tasks to meet client SLA’s
Generate/disseminate reports and conduct internal service delivery meetings to review status of ongoing tickets and projects.
Ensure proper closure of service requests among the  team members and confirm service quality with client contacts

Deliver client solutions in a professional, error-free manner, on time and within budget.  Ensure client fully understands new technologies and is comfortable with implementations.
Treat client end users with dignity and respect and maintain professional integrity.
Assist other team members in supporting current and new customer engagements.
Participate in after-hours call rotation to manage client needs.  Triage and set expectations according to client SLAs as required.
Serve as primary client contact as required maintaining client IT infrastructure with little or no supervision.
Assist other business functions as required.
Maintain all  internal, external, and assigned client infrastructures within service agreement parameters.
Interface with third party vendors of hardware, software, and service providers to resolve issues and ensure efficient internal and client business operations.
Study and understand product and solution features and requirements
Create detailed project plans necessary to deliver solutions.
Understand client’s business and business processes.  Generate new sales within existing clients by proactively developing technology recommendations, priorities, timelines, estimates, and presenting them to clients.  Demonstrate vision and discipline for clients by:

Proactively defining current and future technology needs.
Formulating and presenting a plan to implement solutions for those needs.
Clearly communicating the needs and plans through written and verbal communication.
If the client agrees to the work, testing the solution in a test environment.
Executing the implementation quickly and efficiently with a minimum impact to the customer’s work environment.

Create and maintain accurate and relevant technical documentation.
Create and provide timely status and expense reports to clients and internal Cornerstone resources.
Write/perform test plans to ensure efficient solution implementation within client environment.
Develop or implement technologies that will increase operational efficiency, reliability, and/or availability of Cornerstone or client resources.
Create knowledgebase articles to disseminate knowledge to  resources and clients.
Test products and solutions to determine whether they meet documented specifications and quality standards, and follow procedures to report failures.
Set up network and computer hardware and software to test products and solutions. Duplicate or troubleshoot product and solution problems.
Follow methodologies for solution delivery and issue resolution.
Perform other short-term and long-term tasks and duties as assigned by Management.


Additional Requirements and Skills:

Working knowledge of IT infrastructure equipment and software including – routers, switches, server hardware, desktop hardware, network appliances, environment monitoring and management, Windows operating systems and server applications.
Thought leadership regarding new technologies relevant for internet/web/cloud based solutions
Stay abreast of new hardware, software and operating system technologies as well as the potential benefits and pitfalls of each one as they relate to solution offerings.
Work performed should be error-free.  Service should result in no or little downtime for our clients and internal resources.  Upon work completion, there should be no callbacks for issues that were overlooked.
Attention to detail. 
Documentation skills.  Documentation should be complete, accurate, and delivered with the completion of implementations or issue resolutions. It should be written to be easily understood by the target audience.
Methodical approach to problem solving.
Good communication (written and oral) skills with staff and clients to develop an environment that promotes quality.  Communication must be clear and concise. 
Ability to communicate/explain technical concepts to non-technical people and clients.
Develop materials and deliver training to client end-users as required.
Follow up after client contact to ensure quality and clarity of solutions.
Network scripting.
Ability to transfer knowledge to and train other Cornerstone resources to facilitate team growth.
Able to work as part of a team.
Obtain/maintain product/technical certifications.
Project management experience a plus.
Maintain skills in technical topics in order to efficiently execute job functions.
Technical Skills:

Windows Server 2003/2008/2012
Active Directory
MS Office 365 a plus
IT capacity planning
Windows XP/7/8 desktop
MS Exchange, IIS Administration
MS Remote Desktop Services
Backup technologies (Veeam, AppAssure)
Cloud computing technologies – AWS, MS Azure a plus
Disaster Recovery approaches and technology
MS Sharepoint infrastructure a plus
SolarWinds Enterprise monitoring product suite a plus
Linux/Unix experience a plus
Relevant Microsoft certifications a plus
VB Script, Powershell, WMI, WSH a plus


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