IS Technical Specialist

customer service, technical support, phone support
Full Time, FTE
Telecommuting not available Travel not required

Job Description

Team shifts can be between the hours of 6:30 a.m. to 7:30 p.m., but new team members are typically on the late shift.  Each quarter every team member also will have to work approximately 2-3 Saturdays, as well as 2-3 weeks on-call support.

  • 2nd level support (if 1st line - customer service cannot address) for external customers – call driven phone support
  • troubleshooting internal systems, networking, ie: VPN or router equipment
  • Will also be 1st level support for larger institutions
  • testing lab projects/emulate customer environments for new customer and customers with changes - 1-2hrs on downtime from calls.  Can also do certification on downtime
  • Connect Direct and MQ experience is a plus
  • How many calls per day and length of call?  5-10 current which is low -  Average Time = 15 minutes (up to1 hour call or 2 min call)
  • On Call – expect to be 2 weeks per quarter (then flex time on normal shift)
  • Saturday Work (for testing) 1-2 per quarter…Saturday shift would be 8am – 3pm.  Flex time Friday before or the Monday afterwards off
  • Shift 11AM – 7:30PM (9 hour shifts, with 1 hour lunch)  - 1mo training 8-5 - earlier shifts once have tenure
Dice Id : itgllc
Position Id : 517214
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