Shentel
Winchester, VA, USA
Job Summary Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported. Job Responsibilities: • Uses talent to contribute to company objectives, works on large, complex and significant incidents, problems and projects, acts independently and defines new methods and procedures, may direct or supervise others and help mentor more junior employees. • Incident Management • Respond to Incident Tickets of unplanned events based on ITIL concepts • Track (Who, What, When, Where, Why & How) • Adhere to KPI/SLAs set forth by management • Triage (Work or Move) using knowledgebase articles • Escalation team in the hierarchy • Handle complex technical support questions • Solve crucial problems that need more time and attention • In-depth technical knowledge and expertise •...