**JOB SUMMARY** Under general direction, provides second\-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the Service Desk agent or Remote Specialist 1 is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Escalates more complex issues to senior level. **ESSENTIAL DUTIES AND RESPONSIBILITIES** * Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority. * Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the Jabil user community. * Ensure support activities are monitored, logged, tracked and resolved appropriately and in a timely manner. * Utilize Remote Connectivity Application to support users * Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents. * Identify, research, isolate and resolve Information Technology Incidents and Service Requests. * Escalate calls to the appropriate technical, professional and or service personnel for service, repair and follow\-up. * Utilizes call tracking system * Provide end\-user training as required/assigned. * Develop and maintain processes, procedures, and documentation * Participate in the exchange of ideas and information within the department. * Ask questions; encourage input from team members. * Provide regular updates to appropriate managers. * Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non\-value added processes, or complete re\-engineering of processes and systems). * Assure that procedures and work instructions are efficient and not redundant. * Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are “best in field”. * Confer with reporting manager on complex or unusual situations. * Establish new measurement systems if/where possible. * Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization. * Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality) * Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific. * Interpret a variety of instructions furnished in written, oral, diagram or schedule form. * Maintain discretion and confidentiality in all areas pertaining to the IT systems. * Understand and embrace the business and IT strategic direction. * Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor. * Comply and follow all procedures within the company security policy. * May perform other duties and responsibilities as assigned. JOB QUALIFICATIONS KNOWLEDGE REQUIREMENTS * Advanced knowledge /certifications in area of responsibility * Advanced Computer Skills ( Windows based, Office Products, Desktop/Laptop configuration ) * Advanced Communication/Customer Service Skills ( written and verbal ) * Ability to read, understand and learn from written documentation ( process flows, Troubleshooting and WI documentation ) * Knowledge of ITIL Fundamentals preferred EDUCATION \& EXPERIENCE REQUIREMENTS * High School Graduate, some college preferred * 3\-5 years work\-related experience required, preferably in IT Support environment * Or an equivalent combination of education, training or experience. * Bi\-Lingual preferred WORKING CONDITIONS * Monday \- Sunday * Shift Work with possible shift rotation * Climate controlled office environment PHYSICAL REQUIREMENTS Sitting Walking Standing Bending/Squatting/Stooping Reaching Balancing Twisting Crawling Hands in water Kneeling Data Entry/Typing Unusual hearing or vision demands: None specified ^Other physical demands or notes: Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position., BE AWARE OF FRAUD: When applying for a job at Jabil you will be contacted via correspondence through our official job portal with a jabil.com e\-mail address; direct phone call from a member of the Jabil team; or direct e\-mail with a jabil.com e\-mail address. Jabil does not request payments for interviews or at any other point during the hiring process. Jabil will not ask for your personal identifying information such as a social security number, birth certificate, financial institution, driver’s license number or passport information over the phone