Vicjaike Jorgensen

• Deconstruct and assess user issues using test scripts, personal expertise, and probing inquiries.
• Address customer support queries using specialized ticket tracking platforms (Jira).
• Responsively attend to support appeals from end users, guiding them patiently through fundamental troubleshooting steps.
• Function as the primary point of contact for support inquiries related to owned solutions and products.
• Communicate technical information clearly to non-technical individuals, fostering better comprehension.
• Evaluate Program and Event API issues to pinpoint necessary fixes for swift resolution.
• Uphold response time benchmarks in accordance with internal protocols to ensure uninterrupted business operations.
• Curate a personal repository of technical knowledge, enhancing response accuracy and reducing resolution durations.
• Collaborate with development teams to report errors and bugs in newly launched software.
• Analyzing and reviewing Splunk logs for system monitoring and troubleshooting.

Under minimal supervision, support the computing & communication environment, including desktops & laptops, servers, network infrastructure, wireless, voice and data communication systems. Provide field technical support to end users and operational systems. Set-up, deliver and troubleshoot personnel computers, telephones, network and peripheral equipment as needed.

Work Scope:
• Perform tasks associated with Help Desk tickets.
• Perform day-to-day infrastructure maintenance functions, including device firmware upgrades and patching.
• Act as the first point of contact for troubleshooting and remediation of end-user related issues.
• Review processes and revise operating procedures in a continuous improvement model.
• Perform tasks as an individual contributor or lead on projects as requested.
• Perform tasks associated with junior Network/System support issues under the supervision of senior members.
• Assist with administration and creation of documentation for all aspects of infrastructure.
• Work with minimal supervision while maintaining a high quality of service.