City
Irving

State
TX

Job Type
Full-Time Regular

 

Technical Support Analyst

Location: Corp HQ Irving, TX

2 Openings - 12 month Contract / CTH

Full time contractor –Must be flexible on Days / Hours

Pay: $20.00 W2 (Insurance benefits offered)

Project: SQL experience; review and provide update for tickets and problems; use Remedy to provide through updates; interface with clients in meetings and via email

Details of this position

Responds to solution/product inquiries via telephone, email, or ticketing system; Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel. Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals; Provides case status updates to all necessary parties. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation - 8 working hours shift

Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals

Responsibilities/Summary

  • This role requires inboard and outbound calling; handling customer issues; will work with customers and other team members
  • Provide Event Management support including Daily monitoring /checks and Logging of noted issues
  • Troubleshoot or assist in troubleshooting of data center related issues
  • Create/Update/Resolve incidents
  • Create/Update/Resolve defects
  • Update 24 or more incidents per day
  • Client Escalations follow up / Point of contact for client and customer escalations
  • Review incidents and escalations
  • Provides case status updates to team. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation - 8 working hours shift

Prerequisites

  • Minimum two (2) years technical support experience
  • 1 year of scripting (modify and run SQL) desired
  • Have level 2 phone support experience
  • Strong understanding of: Computer equipment installation, configuration and troubleshooting, equipment installation
  • Solid experience working in ticketing systems (i.e. Remedy, ServiceNow etc. )
  • Must be able to interface with clients in meetings and via email




Job ID 000462 / Posted Posted 1 Month ago
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