00s15b - Ito Svc Delivery Rep Ii

#LI-DNI

**_ Responsibilities: _**
Incident Management:

- Monitor systems and identify performance issues reactively.
- Follows standard protocols for troubleshooting simple incidents.
- Verify system/product operations.
- Works within strict time scales and elevates incidents within defined time windows.

Product Installation:

- Perform routine installations, configurations per standard protocols.
- Assemble and integrate system/product Operations.

Maintenance:

- Perform routine maintenance.
- May include performing tape/backup operations.

Quality:

- Understands key metrics used to ensure quality operations.

Customer Relationship:

- Performs professional communications while interfacing with customers.

Teamwork:

- Work with local teammates and virtual team members.

**_ Education and Experience Required: _**
- High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
- Typically, 1-2 years of working experience in related fields.

**_ Knowledge and Skills: _**
- Able to demonstrate knowledge of organization and policies.
- Able to demonstrate basic administration or technical skills/knowledge in relevant areas.
- Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve most routine problems.
- Manage time effectively.
- Proficient in professional oral, written and telephone communication skills.
- Ability to effectively maintain ongoing relationships with customers, peers, and support partners.
- Ability to work in a team environment, which may be local, global, or virtual.