Senior IT Support Specialist

Job Description Summary:

As a Senior IT Support Specialist for Rocket Software, you will be part of a global fast paced IT organization with a primary mission to provide world class support services to our software development labs and internal business units within the Americas, APJ and EMEA regions. The Senior IT Support Specialist provides 2nd line support to Rocketeers, acting as an escalation point for IT Support Specialists. They receive, record, diagnose, update and resolve issues opened by our customers, Rocketeers. They offer support and guidance to IT Service Desk Specialists.

Essential Duties and Responsibilities:

• Provide level 2 support to Rocketeers working to resolve more complex issues.
• Understand and apply advanced principles of Rocket’s IT Service Management tool set.
• Create and validate knowledge articles to solve more complex Service Requests and Incidents.
• Carry out advanced tasks requiring adherence to prescribed processes.
• Continue to develop documentation and communication skills.
• Act as the primary escalation point for Associate IT Service Desk Specialists, IT Service Desk Specialists and IT Support Specialists.
• Apply necessary escalation processes.
• Create work plans and work independently and meet due dates.
• Work under limited direction of a manager and/or more senior team members.
• Contribute to projects and initiatives within EUX and the wider IT group.
• Willingness to learn and support AV equipment used in the office during large events and small meetings

Required Qualifications:

• 3 - 5 years of IT Support or Service Desk Experience.
• Advanced understanding of hardware and software systems.
• Able to provide strong evidence of previous Service Desk and Support work completed.
• A deeper technical understanding of key IT technologies such as Windows 10, Active Directory, Office 365, networking concepts and unified communications.
• A solid understanding of hardware, particularly laptops.
• Good understanding of IT Service Management Principles.
• Works well in a team; collaborative, accountable and dependable.
• Recognizes and acts appropriately to high priority incidents and Service Requests.
• Contributes to solutioning on large scale issues.
• Proactive in identifying systemic issues.
• Self-manages tasks.

Preferred Qualifications:

• Technical certifications desirable.

Education:

Bachelor’s Degree in an IT technical/Networking degree

Travel Requirements:

Minimal, <5%

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

#LI-JC1

The base salary range for this role is $96,158.20 - $120,197.80 /year. Exact compensation may vary based on skills, experience, and location.

What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!