Note: The job is a remote job and is open to candidates in USA. Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. The Technical Support Administrator will play a hands-on role in the operations of the Symbotic system at customer sites, responsible for resolving end user help requests and assisting in problem resolution.
Responsibilities
- Field incoming help requests from end users through a variety of avenues such as: telephone, email, instant messaging as well as Cases via Online CRM
- Manage and triage the disposition of all site network tickets within Jira and create “Top-List” focal points while ensuring prioritization & resolution
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Perform post-resolution follow-ups to help requests & update 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; while providing strong service orientation communication for both internal and external customers
- Ability to develop organized timelines based off chat transcripts and group calls
- Experience with application and hardware support either in the office or in the field or both
- Travel requirement 10%
Skills
- Associate degree
- Minimum of 2 years' experience in troubleshooting & 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 of using SQL with ability to create and/or modify SQL scripts
- 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, protocols and familiarity with electrical schematics
- Up to 10% of travel may be required
- Valid driver's license and the ability to drive and/or fly to client and other customer locations
- Responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis
- Bachelor's degree preferred
Benefits
- Medical
- Dental
- Vision
- Disability
- 401K
- PTO and/or other benefits
Company Overview
Company H1B Sponsorship