Profile / Core Competencies:

• Bachelor’s degree in computer science, Engineering, Business, or related field or equivalent work experience
• At least 2+ years’ experience in deskside technical support or relevant experience, both hardware and software, with good exposure to network and server infrastructure
• Able to communicate well on all levels, and handle/coordinate escalations to proper channels
• May hold intermediate-level certification(s) in work field
• Excellent understanding of ITSM/ITIL processes, preferably ITIL foundation certified
• Ability to work at different delivery locations; i.e. DXC site, client site, remote sites

Responsibilities:

• Apply advanced technical knowledge to operate one or more technology areas (e.g. hardware support, applications support) or customer groups that are critical or high risk. Integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
• Incident Management: Resolve single- and cross-technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.
• Escalation Management: identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5.
• Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in the team/technology area.
• Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/company Information Technology infrastructure needs. May lead or participate in a Change Advisory Board.
• Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
• Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
• Solution Design: Apply company solutions to meet highly complex customer and/or trade/company IT infrastructure needs.
• Quality: May provide feedback/influence change in internal and/or vendorprovided products/service offerings.
• Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end-user areas, including transformation.
• Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
• Teamwork: Work as part of a team, which may be virtual, global, and/or multifunctional. Lead teams that address operational processes and policies in the work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area.