Client Experience Migration Technical Support Representative

The Client Experience Migration Technical Support Representative ensures the delivery of superior customer service by providing timely and efficient resolution of technical issues related to the data center consolidation/migrations. This role involves troubleshooting, gathering details and screenshots, analyzing, and resolving escalated issues from clients and internal teams, thereby ensuring continuous client satisfaction. The position requires participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.

Required Skills and Qualifications:

• Experience: 5+ years in a service desk or equivalent role at 2nd or 3rd level.
• Technical Skills:
• Strong understanding of networking, security, and related infrastructure.
• Hands-on experience with Windows Server administration and virtual machine management.
• ITIL Knowledge: Familiarity with ITIL frameworks and best practices in service delivery.
• Communication Skills: Excellent verbal and written communication.
• Customer Focus: Proven ability to deliver superior client service and maintain satisfaction.
• Teamwork: Capable of working independently and within a multidisciplinary team.

Key Responsibilities:

1. Technical Issue Resolution:
• Diagnose, analyze, and resolve complex technical issues escalated by clients by working with various technical teams.
• Maintain ownership of escalated cases and ensure timely resolution.
2. Customer Service Excellence:
• Deliver exceptional support and maintain high levels of client satisfaction.
• Collaborate with clients to understand their needs and ensure effective solutions.
3. System Administration:
• Administer and support Windows Server platforms and virtualized environments.
• Monitor, maintain, and manage system performance and reliability.
4. Networking and Security:
• Troubleshoot network-related issues and ensure secure connectivity for clients.
5. Documentation and Reporting:
• Document processes, incidents, and resolutions to maintain a robust troubleshooting database.
6. Collaboration and Communication:
• Work closely with cross-functional teams, including product development, client WAN, program and project managers and engineering.
• Communicate effectively with stakeholders to ensure alignment on solutions.

Preferred Qualifications:

• Banking, financial applications, or core systems experience.
• Network/infrastructure support
• Background/experience in Information Technology, Computer Science, or a related field.

Additional Requirements:

• Participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.