Major Incident Coordinator - Celebration, FL

Major Incident Coordinator

Our enterprise-level client is seeking to add a Major Incident Coordinator to work onsite in Celebration, FL. Please see below for full details:

Major Incident Coordinator may perform one or more of the following:

• Handle major incidents communication
• Executive level support troubleshooting and assistance
• Perform Disaster Recovery procedures during testing and outages
• Assist in leading a team of skilled IT Analysts; motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
• Understand the key measurements and what is expected of the analysts to ensure goals are met.
• Take escalation issues from customers.
• Take on some Supervisor responsibilities when needed.
• Troubleshoots, via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
• Applies understanding and knowledge of information systems products and services to assist users
• Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems
• Receives and prioritizes issues and forwards using appropriate escalation procedures
• All other duties as assigned

Additional qualifications:

• 2 - 4 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.
• 2 - 4 years' work experience in customer services support.
• 3 - 5 years' experience supporting the following hardware and software:
  Active Directory, Exchange Admin, PC, Macintosh, iPhone, Printers. MS-Outlook, Windows, MS-Office 2013 and 2016 (Office 365).
• Must be able to work independently.
• Must be able to work a flexible schedule to accommodate Disaster Recover situations during off hours.
• Strong interpersonal skills when filling in for Supervisor.
• Strong analytical skills.
• Strong customer service skills.
• Ability to understand and follow oral and written instructions
• Strong English (verbal and written) skills.
• Typing skills essential