Associate II, Client Contact

About the Role

• Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

Key Responsibilities

• Responsible for handling all Access Management & troubleshooting tasks.
• Responsible to fulfill client access requirements with accuracy.
• Provide help in resolving technology / troubleshooting support issues.
• Provide effective customer service in a 24x7x365 production environment (rotating on-call and holiday support may be required).
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• May participate in development of information technology and infrastructure projects.
• May have expertise in commonly used business applications.
• May handle phone and email assistance.
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices).

Requirements & Tech Stack

• Good technical knowledge in Identity and Access Management.
• Good verbal and written communication skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.

Qualifications

• General Equivalency Diploma