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Hace 3 días
Help Desk Tier 2 for US customers
$10,000 - $13,000 Mensual
TechBridgeIT
Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Soporte técnico
Educación mínima requerida: Técnico
Detalles
Contratación:
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Tiempo completoEspacio de trabajo:
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- Vales de despensa
Descripción
Responsibilities
- Perform tier-2/3 technical support for internal custom applications, working closely with tier-1 support, subject matter experts, engineering, product management, and others.
- Effectively communicate with end-users providing information, options, and guidance in a helpful, positive manner with customer satisfaction being the end goal.
- Collaborate with all levels of user support to identify common trends and reduce unnecessary escalations through cross departmental feedback and training.
- Assist engineers and product managers in analyzing client-side system malfunctions and take appropriate actions as directed.
- Assist in communicating product updates, maintenance, and outages.
- Mentor, coach, and train student technical support employees.
- Ensure all technical support work is being captured and tracked accordingly.
- Develop a sound technical understanding of key internal systems and how students and other audiences use them.
- Create, update, and publish knowledge base articles for others to reference as needed.
- Assist senior leadership as needed with professionalism and poise.
- Be available after hours for unexpected major outages or urgent issues.
Qualifications
- 4+ years of technical support and/or IT operations experience.
- Bachelor's degree, preferably in an IT-related field; or equivalent work experience may be substituted.
- Solid understanding of major enterprise technology components including networking, application servers, databases, and software development.
- Knowledge of a variety of operating systems and computer hardware.
- Polished verbal and written communication skills (in the English language), including the ability to make complex technical matters more easily understood by those with less experience.
- Service-oriented with a passion and talent for troubleshooting technical issues, resolving concerns, and offering excellent customer service.
• Must be a team-player who is optimistic, positive, helpful, strategic, and collaborative.
- Ability to organize and prioritize an unpredictable workload of both critical and non-critical technical issues.
- Experience using ticketing tracking systems; Microsoft Dynamics 365 CRM experience a plus.
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ID: 19297914