Job Description:
• 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 %.
Requirements:
• Associate degree; or bachelor's 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 of using SQL with ability to create and/or modify SQL scripts
• 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 and familiarity with electrical schematics
Benefits:
• Medical
• Dental
• Vision
• Disability
• 401K
• PTO