Symbotic LLC is hiring a Technical Support Administrator

Symbotic is seeking a Technical Support Administrator to play a hands-on role in ensuring the proper operations of our system at customer sites. You will be responsible for receiving, prioritizing, documenting, and actively resolving or escalating end user requests.

What You'll Do

• Field incoming help requests from end users through a variety of avenues such as email, chat, and CRM.
• Manage, triage, and disposition all Site/Network tickets within Jira and create 'Top-List' focal points to ensure prioritization and resolution.
• Effectively prioritize and execute tasks in a high-pressure environment.
• Perform post-resolution follow-ups to help requests and update Tickets with updates and status.
• Perform ongoing activities such as monitoring the site infrastructure and overall health.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Provide on-call support coverage for customers.
• Other duties as assigned.

What We're Looking For

• Associate degree; or Bachelor degree preferred.
• Minimum of 2 years' experience in troubleshooting and customer service environment.
• Experience working with an enterprise level ticketing system e.g. JIRA.
• Knowledge of Active Directory concepts.
• Solid core competencies using Microsoft Office.
• Knowledge using SQL with ability to create and/or modify SQL scripts.
• Ability to develop organized timelines based off chat transcripts and group calls.
• Strong ability to multi-task and prioritize action.
• Effective troubleshooting problem solving skills.
• Knowledge of command line and environment variables (Linux).
• Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
• Knowledge of VMWare or other server/desktop virtualization platforms and management.
• Knowledge of troubleshooting TCP/IP based networks and protocols.
• Familiarity with electrical schematics.
• Knowledge of application / hardware support experience – either in office, in field or both.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.
• Exceptional written and oral communication skills with the ability to communicate verbally or in writing in a professional manner.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Highly self-motivated and detail oriented.
• Travel requirement 5-15%.
• Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

Nice to Have

• Bachelor degree.

Technical Stack

• JIRA
• Active Directory
• Microsoft Office
• SQL
• Linux
• VMWare
• TCP/IP

Team & Environment

The Technical Support Team is part of the Service Operations Organization which is responsible for our system stand-up inside our client’s sites.

Benefits & Compensation

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO
• Compensation: $25.96 - $35.96 per hour

Work Mode

This is a remote position.

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