**_ Responsibilities: _** - Incident Management: Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents. Document known errors and work arounds. - Escalation Management: identify and action escalations in line with defined policy - Change Management/ Implementation: Under general direction implement changes/solutions to meet customer needs within area of technical responsibility. Understand and escalate scope changes per change control process. - Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate. - Quality: Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc). - Customer Relationship Management: Set expectations with customersand/or internal businesses/end users within defined parameters. - Teamwork: Work as part of a team, which may be virtual and/or global. - Contract Knowledge: Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility. - Capacity and Performance Monitor performance checkpoints. - Business Continuity Responsible for executing recovery actions. **_ Education and Experience Required: _** - Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-level certification(s) in work field. - Typically 0-2 years of relevant experience with Bachelor's degree, or 2+ years of relevant experience with 2 year post-high school degree. **_ Knowledge and Skills: _** **_Typical skills include:_** - (developing) General understanding of related technologies. - (developing) ITIL Process knowledge. - (developing) Customer Service.