Manage product, program and/or technical development, design, and marketing documentation support, related to suite of products/service offerings. Manage development of proposal and/or sales related documentation. Manage output which includes written or visual product/process/technical documentation, online information, graphic design, instructor-led and/or self-paced training in any media. Translate complex technical solutions, strategies and themes into easily understandable, readable responses.

Provide technical support for resolution of customer IT hardware and software problems, incidents, issues, requests and queries. Manage team and liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Write and edit technical communications. Audit and maintain physical inventory. Contribute to IT development projects. Build and maintain print server queues and manage permissions accordingly.Major responsibilities:1. Support users: Providing hands on and remote technical support for user activities; providing timely responses to all client requests during normal business hours; meeting service level agreements. 2. Support other technologists: Providing support for others in the department. Mentor junior technologists as the opportunity arises.Key Role or Client ChallengesThe IT Customer Service Specialist handles a large volume of support requests, including requests from CIO VIP clients. Local network issues must be resolved quickly.Key performance measures:• On time performance for incident requests (IRs).• Client satisfaction with timeliness and quality of support

Break-fix and IMAC support for cutting edge hardware and software products including Tablet PC, Windows Vista and Office 2007, wired and wireless LAN, mobile devices, videoconference and audio/video equipment.