Technical Support Administrator

100% Remote Full-time Open now

Job Description:

Field incoming help requests from end users through a variety of avenues such as: telephone, email, instant messaging as well as Cases via Online CRM.
Manage and triage the disposition of all site network tickets within Jira and create “Top-List” focal points while ensuring prioritization & resolution.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Perform post-resolution follow-ups to help requests & update tickets with updates and status.
Perform ongoing activities such as monitoring the site infrastructure & overall health.
Identify and learn appropriate software and hardware used and supported by the organization.
Provide on-call support coverage for customers; while providing strong service orientation communication for both internal and external customers.
Ability to develop organized timelines based off chat transcripts and group calls.
Experience with application and hardware support either in the office or in the field or both.
Travel requirement 10 %.

Requirements:

Associate degree; or bachelor's degree preferred
Bring a minimum of 2 years' experience in trouble shooting & customer service environment
Experience working with an enterprise level ticketing system e.g. JIRA
Knowledge of Active Directory concepts
Solid core competencies using Microsoft Office
Knowledge of using SQL with ability to create and/or modify SQL scripts
Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills
Knowledge of command line and environment variables (Linux++)
Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
Knowledge of VMWare or other server/desktop virtualization platforms and management
Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics

Benefits:

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