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Technical Support Specialist I

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IT/Technical & Product Development
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RELX Corporate
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RET00053 Requisition #

Technical Support Specialist I

 

 

Responsibilities:

  • Manage stakeholders expectations and communicate appropriate 
  • Participate on teams (direct or indirect) 
  • Support work standards
  • Monitor assigned incident queue(s) within Global Service Management tool. 
  • Contact customer and establish full understanding of problem. 
  • Determine root cause of problem and correct / fix. 
  • Confirm with the customer that the issue is resolved. 
  • If customer confirms resolution, update status and actions in the Global Service Management tool, otherwise escalate to appropriate team. 
  • 50% of the time will be supporting A/V needs for onsite meetings, occasionally requiring early morning set up
Additional Responsibilities
  • Service Request Management/Provisioning 40% & Project Tasks 5% Fulfill service requests within service level targets. 
  • Complete assigned project tasks on time for local and/or regional area of responsibility. 
  • Monitor service request queue(s) within Global Service Management tool.
  • Complete service request within established service levels. 
  • Follow up with customer and resolve request in Global Service Management tool. 
  • Timely status updates for assigned project tasks.

 
 

 
Required Education and Experience: 
  • Bachelor's in related field preferred 
  • Some Mac OS X 
  • Experience with A/V equipment including set up and troubleshooting

Experience Preferred 
  • 0-3 year related work experience preferred 
  • A + certification preferred

 

This position is part of Reed Elsevier Technology Services (RETS), which provides IT infrastructure, services and support for RELX Group business divisions worldwide. RETS is responsible for global data center operations for the company's applications, product platforms and business systems; end-user computing; enterprise services; a global service desk; IT security and governance and end-to-end IT management. RETS is leading strategic technology initiatives including a new global-wide area network, unified employee communications and migration of products to the cloud. RETS, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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