Responsibilities
- Field incoming help requests from end users through a variety of avenues such as: email, chat, and CRM.
- Manage / Triage / Disposition all Site / Network tickets within Jira and create “Top-List” focal points -> ensuring prioritization & resolution.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Perform post-resolution follow-ups to help requests & updating Tickets with updates and status.
- Perform ongoing activities such as monitoring the site infrastructure & overall health.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Provide on-call support coverage for customers.
- Exceptional customer service orientation for both internal and external customers.
- Experience working in a team-oriented, collaborative environment.
Requirements
- Associate degree; or Bachelor degree preferred.
- Bring a minimum of 2 years' experience in trouble shooting & 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; and 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, protocols.
- Familiarity with electrical schematics.
- Knowledge of application / hardware support experience – either in office, in field or both.
Benefits
- medical
- dental
- vision
- disability
- 401K
- PTO
Work Arrangement
Hybrid
Additional Information
- Up to 5-15% of travel may be required.
- 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.
