**Purpose**:
**Roles & Responsibilities**:
**Develops relationships with other IT teams**
**Documentation of developed code and other processes**
**Performs unit testing of developed code and understands process of system integration testing**
**Consistently meet or exceed stringent individual and team performance metrics.**
**Effectively utilize and demonstrate the use of tools such as the USD, Aurora, IT Oncall and CentreVu to manage call volume, ticket resolution and individual and team performance.**
**Provide dedicated IT incident resolution and management services 24x7 to customers by receiving, entering, troubleshooting, prioritizing, escalating and updating all IT incidents.**
**Resolve IT incidents using the knowledgebase, minimizing the impact and cost of IT changes/problems to the company.**
**Detailed oriented (important skill for call tracking and incident records)**
**Excellent customer service skills (personable and confident, able to defuse difficult situations, adaptable to fast-paced, quickly changing environment, ability to remain calm under pressure)**
**Good "research" skills, self-directed and self-motivated; good analytical problem solving abilities and troubleshooting skills.**




**Working knowledge of printer hardware and software, and web portals.**
**Functional/Technical Skills**
**Able to work on projects and tasks that are preplanned**
**Basic understanding of Software Development Lifecycle**
**Begin exposure to the Project Delivery Process**
**Developing solid written and communications skills**
**Plans simple tasks**
**Starting to build skills in time management and multi-tasking**
**Troubleshoots problems of medium complexity and severity**
**Competencies**
**Composure**
**Technical Learning**
**Time Management**
**Action Oriented**
**Customer Focus**
**Decision Quality**
**Functional Technical Skills**
**Learning on the Fly**
**Listening**
**Peer Relationships**
**Problem Solving**
**Technical Learning**
**Work/Life Balance**
**Experience/Education**
**Greater knowledge of IP products, culture, vision**
**Knowledge of multiple IT systems and platforms**
**Increasing understanding of development processes**
**BS/BA degree in IT related field or equivalent experience**
**1-3 years IT experience or equivalent experience.

📌 Applications Development/support Special (Santiago de Querétaro)
🏢 International Paper
📍 Santiago de Querétaro