International TSR III at The Church of Jesus Christ of Latter-day Saints

The International TSR 3 provides information and communication services and leadership that enable the Church to hasten the Work. This position is a skilled specialist who is pro-active, detail oriented, dependable, and able to prioritize tasks and accommodate multiple customer requests. Enables the work of the Lord by providing standard support services for approved technologies and customers. May support multiple locations remotely and require international travel. Understands the nature of his/her customer's work, identifies areas for product improvement, and gathers requirements for new products. Addresses problems requiring complex analysis and evaluation, and considerable judgment and initiative. Is self-motivated and capable of working without supervision. May provide functional support and training for other TSR's.

Responsibilities

• Troubleshoot, prioritize, and resolve customer support incidents and service requests through searching the knowledge base and consulting with the Global Service Center, senior TSRs, and managers as needed.
• Provide regular status updates to customers, and establish realistic expectations regarding when they can expect resolution to their incident or service request.
• Escalate in a timely manner any tickets that require greater knowledge, skill, or access privileges to resolve.
• Upon resolving an incident or service request, make follow-up contact with the customer to ensure their needs were met, and identify and resolve any gaps.
• Assist customers with simple training needs.
• Resolve complex system administration problems.
• Share knowledge by contributing content to the knowledge base.
• Understand and diligently follow policies, standards, and processes.
• Maintain an accurate inventory of Area IT Assets using the corporate IT Asset Management tracking system.
• Evaluate new and existing software applications for compatibility and ease of use, and provide feedback to solution and/or product managers.
• Ensure church network implementation standards and strategies are followed.
• Participate in continual learning and improvement.

Qualifications

• Requires a Bachelor's degree and a minimum 6 years of job-related experience supporting PC hardware & software, wired and wireless local area networks, Internet connectivity, and data and voice communication applications.
• Requires excellent interpersonal skills in dealing with customers at the highest levels of the Church, with good written communication skills.
• Must be able to speak, read and write English.
• Specific IT certifications are required.