IS Technical Specialist

technical support, network, configuration, software, firewalls, middleware, VPN/router installation, Contact Center, outages
Full Time
$40,000 - $70,000
Travel not required

Job Description

Job Summary:

Provides tier-two technical and testing support for client customers across all electronic access platforms.  Promptly identifies, troubleshoots, and resolves intermediate to complex end-user computer software, hardware, and networking issues.

Key Activities:  

  • Provides tier-two technical support to customer service representatives in the Client's Customer Contact Center (CCC) and tier-one support for the Client’s largest customers.
  • Technical support includes network connectivity and/or other issues related to browser configuration, software, firewalls,middleware installation and configuration (primarily Connect: Direct and MQ), VPN/router installation and configuration, etc.
  • Researches complex customer inquiries using a variety of tools and resources.
  • Participates in and supports moderately complex System-level projects, such as implementation/upgrades of end-user hardware and software.
  • Utilizes on-site lab to emulate customer environment for product troubleshooting purposes.
  • Utilizes on-site lab to test new products and service offerings, including cloud based services.
  • Provides testing support to the Client’s largest customers during evenings and on Saturdays, as needed.
  • Creates, updates, and maintains procedures/documentation.
  • Represents the Customer Contact Center on high severity System-level outage calls.
  • Provides rotational, after hours (on-call) support, as needed.
    Create and maintain cloud documentation for lab and product designs related to cloud-based services.
  • May develop or facilitate training classes.

Qualifications:

  • High school Diploma, and/or basic vocational skills training. Associates degree from a two-year college or technical school preferred.
  • One year minimum of directly related work experience, including use of advanced networking skills.
  • Strong working knowledge of multiple hardware/software platforms and applications.- Strong initiative, analytical skills, and customer service skills.
  • Ability to quickly grasp in depth understanding of procedures and automated systems.
  • Interpersonal skills, including the ability to work effectively in a team environment.
  • Ability to multi-task and communicate technical concepts to end-users.
  • Position requires working weeknights (e.g., until 7:30 PM CT), working some Saturdays, and occasional after hours (on call)support.

Preferred Qualifications:

  • Networking certification(s), Active Directory certification(s), Server Operating System Administration certification(s), or completion of classes toward related certifications preferred.

Additional certifications may include: Cisco Certified Network Associate (CCNA), Cisco Certified Entry Network Technician(CCENT), Comp TIA Network+, Amazon Web Services/Google Cloud/Microsoft Azure, etc

Posted By

Stephanie Brown

Contact
Dice Id : itgllc
Position Id : 835081
Originally Posted : 1 year ago
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