**_ Responsibilities: _** Incident Management: - Monitor systems and identify performance issues reactively. - Follows standard protocols for troubleshooting simple incidents. - Verify system/product operations. - Works within strict time scales and elevates incidents within defined time windows. Product Installation: - Perform routine installations, configurations per standard protocols. - Assemble and integrate system/product Operations. Maintenance: - Perform routine maintenance. - May include performing tape/backup operations. Quality: - Understands key metrics used to ensure quality operations. Customer Relationship: - Performs professional communications while interfacing with customers. Teamwork: - Work with local teammates and virtual team members. **_ Education and Experience Required: _** - High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree. - Typically, 1-2 years of working experience in related fields. **_ Knowledge and Skills: _** - Able to demonstrate knowledge of organization and policies. - Able to demonstrate basic administration or technical skills/knowledge in relevant areas. - Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve most routine problems. - Manage time effectively. - Proficient in professional oral, written and telephone communication skills. - Ability to effectively maintain ongoing relationships with customers, peers, and support partners. - Ability to work in a team environment, which may be local, global, or virtual.