IT - Customer Technical Support Representative 2

IT - Customer Technical Support Representative 2

02 Jun 2022
North Carolina, Raleigh / durham / CH, 27607 Raleigh / durham / CH USA

IT - Customer Technical Support Representative 2

My name is Priyanka, An IT recruiter, I have a below Job opening for you ,kindly have a look!
Location -Raleigh, NC
Job Title: IT - Customer Technical Support Representative

Job Description:

SV Tier 2 Team members are responsible for end to end management of infrastructure support that focuses on 13 proprietary customer centric applications. The support includes the applications and the hardware that the applications run on as well as the devices that connect to the hardware platforms in addition to the connectivity medias that are utilized.

Hours of support:
o The standard work week for staff will be 5 days a week and 8 hours per day with a work week of Sun Thurs or Tues Sat on 3rd shift 10 pm 6 am and/or 2nd Shift 2 pm to 10 pm.

Focus is placed on the following areas:
Incident Management:
Identify performance issues proactively. Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.
Works within strict time scales and elevates incidents within defined time windows.
Problem Management:
Uses proactive monitoring procedures/tools to identify problem prevention opportunities
Change Management:
Configure system hardware, software and network components to meet established standards with assistance.
Perform routine installations and/or configurations. Assemble and integrate system/product.
Operations Maintenance:
Perform routine maintenance. May include performing tape/backup operations.
Understands the impact of operations delivery on the customer's business. Contribute to team's ability to meet target goals through participation in continuous service improvement initiatives.
Complaint Handling:
Responds to customer relations problems promptly and appropriately. Takes ownership to ensure satisfactory completion of complaint, through engagement of appropriate resources.
Customer Relationship:
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Work effectively in a multicultural environment. Respond to service, product, technical, and customer relations questions.
Lead a small team with well-defined objectives.

Knowledge and Skills:
Must understand and be able to use basic network commands such as ping, ipconfig, ntbstat, nslookup, tracert.
Must understand what a subnet is, subnet mask, TCP/IP, DHCP.
Able to understand what DNS and WINS is.
Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes.
In-depth knowledge of administration or technical practices in relevant areas, plus application of basic theory.
Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group.
Ability to resolve or assist in the resolution of complex Customer problems.
Able to apply knowledge of high availability system environments, if applicable.
Able to apply skills in project management, analysis, scheduling and controlling.
Able to demonstrate good oral, written, and telephone communication skills.
Ability to build and maintain relationships with customers, peers, and support partners.
Able to understand Customer system environments with associated business needs.
Ability to work in a team environment, which may be local, global, virtual, or multifunctional.
Demonstrate good teamwork with peers.

Education and Experience Required:
High School Diploma or equivalent; may hold 2-year post-high school degree (technical field); may hold bachelor's degree.
May hold entry level certification(s) in field of work.
Typically, 3-5 years of working experience in related fields.

Preference will go to those that have:

5+ years of helpdesk experience. Certifications such as A+, Network+, Server+.

InfiCare Technologies| 22375 Broderick Drive #225 Dulles VA 20166 |
7036527876 Direct |
Servicing our clients since 2001 MBE/ DBE Certified in VA, MD, PA, NJ, NC, CA
IT Services Application Development Mobility Solutions

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