Description:

• Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.


• Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprised of changes in technology and processes by ensuring knowledge and documentation is current and centralized.


• Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.


• Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.


• Perform other job related administrative duties as needed.

Behavior Characteristics:

• Combination of strong communication AND technical skills. Customer service experience w/ excellent communication & verbal grammar skills. Candidate should be prepared to the work in an interactive teaming environment, and exhibit a positive attitude.