Conferencing Support Analyst
3 weeks ago
You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Technical Support Specialist - Tier 2 is second level of support for all intake and engagement of Services. Sun Life clients will first contact Service Desk and if not resolved will escalate to Tier 2 resources who then triage, solve, re-assign or further escalate all Incident tickets (IM) and ServiceNow Fulfillment MACD/Consultation Requests.
Tier 2 also completes daily monitoring and maintenance routines to proactively identify issues within the Web conferencing environment.
Conferencing Services such as Zoom and Video Conferencing/Zoom Rooms.
The purpose of this role is to provide support to all conferencing intake requests, providing the highest level of customer service and meeting all required SLA. Specialty for this role will primarily be in the video conferencing space. Specifically Cisco, Zoom, Webex and Teams
What will you do?
Complete all assigned IM Tickets based on conferencing predefined SLA.
Effectively work with the requestor to understand the nature and impact of the issue.
Effectively trouble shoot and either solve or escalate ticket.
Close or update ticket with accurate and detailed triage information
Escalating tickets is to provide warm handoff to Tier 2 or required Vendor.
Complete all assigned ServiceNow tickets within web conferencing predefined SLA
Review assigned queue of tickets and understand all required types, regions and services being requested
Complete all possible pre-work before due date, and complete final activity on scheduled required date.
Process MACD (Move, Add, Change, Delete) requests with accurate detail, and any required communications accordance to defined Knowledge Base articles
Required to complete any required back end system admin and updates
These requests are specific to team members that work outside of 9am-5pm EST business hours.
Complete, when assigned in rotation, the various conferencing scheduled routines. Follow specific guidelines outlined in conferencing KB. These include: Daily Health Check, Daily Video Conference Room Booking, Monthly License review
infrastructure. This includes but is not limited to: CISCO Video Conferencing, ZOOM, WebEx, MS Teams
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
**Salary Range**:
58,700/58 700 - 93,900/93 900
**Job Category**:
IT - Technology Services
**Posting End Date**:
26/07/2023
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