sample resume for technical support analyst

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Technical Support Analyst Resume Samples

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Analyzes web server performance and works with tier 2 and tier 3 support teams to do performance tuning
Adhere to and assist in the development or improvement of department Standard Operating Procedures
Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects
Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities
Monitor QMC technicians to ensure surveys are performed as scheduled. Work with QMC providers regarding delinquent surveys and timely transmission of surveys
Manage vendors providing support in the network, server and storage hardware platforms
Complete project work such as testing new technology and providing technical assistance on projects
Utilize Asset Management and Network documentation tools to manage and track network hardware inventory, locations and status
Assist QMC providers in researching unpaid survey work orders and forward legitimate work orders to invoice operations for payment processing
Analyzing the issues reported and work on providing quick / work around solutions and work on data corrections for known patterns to help restore the situation
To work alongside colleagues within the IT Department on support, development and project work where directed
Manage vendors providing Network Cabling installation services
Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication and system performance
Improve hardware and network performance by identifying problems; recommending changes
Strong knowledge of operational characteristics of a retail petroleum station, including the following highly desired
Intermediate level knowledge of PC's. Good understanding of and ability to use Windows Operating System, Windows Office products and communication software
Be able to work independently, Excellent time management skills. Excellent communicator (Verbal and written)
Ability for improving the efficiency and quality of the applications and ensuring the environments are stable
Good understanding of software development cycles, good practices and quality assurance process is an asset
Knowledgeable of applicable federal, state, and local regulations
Strong organizational skills and attention to detail. Basic conflict resolution, negotiation and consensus building skills
Work with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved
Excellent written and verbal communication skills, with strong organization ability
Basic SQL and relational database knowledge (e.g. ability to write short database queries for SQL Server or Oracle)

15 Technical Support Analyst resume templates

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To provide technical support to the trading floor, VIP & Executive offices and other lines of business without disruption to business flow
Have an understanding and to provide support of mobile technologys, such as VPN, Tandberg audio visual systems, Blackberry devices
Ensure all calls logged via Peregrine to the Desktop Support Team are being updated and addressed in a timely manner
Consult with users to determine hardware, software, or system application requirements
Troubleshoot and provide resolution to issues related to computer hardware equipment, software, and market data applications within area of responsibility
To ensure quick and efficient resolution of any problems requiring external assistance through competent liaison between other departments and areas of technology, and outside vendors whilst communicating issues professionally and effectively to internal contacts
Undertake system administration duties to ensure the smooth and continuous running of Bank Systems
Have an understanding of RBC technologies, Operating Systems and Applications
Follow assigned projects through to completion and/or implementation
Assist with the training of new hires and cross training of existing team personnel when required
Support of virtual desktop environment on VmWare and Xendesktop
Demonstrate the ability to use deployment tools such as SCCM for BAU application installs
Provide remote support on VPN clients
Have an understanding and support of Market Data services such as Reuters and EBS dealing keystations and infrastructure
Experience supporting a trade floor environment
Experience of supporting Market Data applications
Knowledge of Microsoft Operating systems and windows based applications running on Desktops and Laptops
Understanding of ITIL
Knowledge of trading floor and market data applications
Proven interpersonal skills; interacts professionally with internal and external contacts
Problem identification, troubleshooting and problem solving skills and experience
Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires
Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Director
Study new workplace technologies and attend/recommend training where needed (with CS Director). Reference training plan
Provide feedback from end users to their Client Services Director
Maintain understanding and provide soft support of Budiness Engagement Team systems used by business and owned by the Buisness Engagement team (share information with CS team)
Bachelor’s degree or equivalent training/experience, and three plus years professional / corporate experience
Experience providing direct (onsite in person, phone, and email) end-user support in a corporate environment using Microsoft Windows and Macintosh, with a strong focus on MAC
Experience supporting Apple mobile devices (iphone, ipad) including configuring connectivity, corporate mail access, applications / updates, MDM solutions
Experience with Citrix Desktop Support environment
Ability to work well under pressure, and time sensitive environments, occasional overtime
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or Client Services Director (AND act as liaison between client and Subject Matter Expert until ticket is closed)
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with Client Services Director
Study new workplace technologies and attend/recommend training where needed (with Client Servoces Director). Reference training plan
Share/Blog issues/resolutions with other Client Services teams (and enterprise teams as needed). Reference the blog
Maintain understanding and provide soft support of systems used by business (share information with Client Services team)
2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
Good knowledge of LAN/WAN protocols and configuration requirements
Integrity: Do the right thing and treat people right
Creativity: The environment and resources to dream new dreams
Ownership: Act like an owner, not a renter
Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals, strong focus on MAC desktop/laptop HW and SW
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or Client Services Manager (AND act as liaison between client and Subject Matter Expert until ticket is closed)
Install new workplace devices for end users including Mac, Peripherals, smartphones, and tablets, etc
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with Client Services Manager
Study new workplace technologies and attend/recommend training where needed (with Client Services Manager). Reference training plan
Provide feedback from end users to their Client Services Manager
Maintain understanding and provide support of systems used by business
Learn and utilize standard NBC internal support ticketing systems to maintain and manage workload
Become a team SME for Apple / MAC HW, SW and a point of escalation for other team members and customers
Bachelors degree or equivalent training, and minimum three years professional / corporate experience
Respond to and maintain helpdesk trouble ticketing system
Troubleshoot and resolve PC hardware and software problems
Troubleshoot and repair issues involving network connectivity, DHCP, DNS, WINS, authentication, VPN
Deploy software updates, patches, drivers, etc
Maintain departmental databases, documentation, vendor accounts and customer relationships
Mac support experiences a plus
Maintain understanding and provide soft support of systems used by business
Experience providing direct end-user support in a coprorate enviroment using Microsoft Windows and Machintosh
Ability to work well under pressure, and time sensitive environments
Escalate high priority and complex issues in a timely manner to technical lead and/or CS Manager. Liaise with client and Subject Matter Expert until ticket is closed
Brainstorm to provide creative workplace solutions when necessary and collaborate with technical lead to create and present proposed ideas
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Manager and/or Director
Study new workplace technologies and attend/recommend training where needed (with CS Manager and/or Director)
Communicate client feedback to the Client Services Manager and/or Director
Share/Blog issues/resolutions with other CS teams (and enterprise teams as needed)
Maintain understanding and provide soft support of our Business Technology Group’s systems used by our businesses. Communicate client and technical feedback to BTG and CS team
Maintain prompt and detailed Incident and Request handling notes in ServiceNow, IT Service Management Software
Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in Microsoft and Apple environments
Strong knowledge of Windows 7 and Mac OSX
This position will be primarily located in Santa Monica, CA**
Maintain understanding and provide soft support of BTG systems used by business and owned by the BTG team (share information with CS team)
Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
1st Line: Business Units/Infrastructure Groups own their operational risk and are responsible for its management
2nd Line: Independent Risk Management and control functions provide independent governance and oversight of operation risk management across the Firm and partner with business units and infrastructure groups to anticipate, mitigate and report on operational risk
3rd Line: Internal Audit provides independent assessment and validation
Business administration for the overall ORD applications including the following functions
Provide UAT testing support for various projects across the team which would include the following responsibilities
1 -3 years relevant work experience (in any of the following fields: Application Support and/or System Organizer, business analysis, business administration)
Experience in the creation and execution of moderate to large scale UAT test plans
Able to maintain attention to detail across multiple simultaneous projects
Strong MS Excel, PowerPoint and Visio skills
Experience with Business Intelligence software such as QlikView or Cognos is an advantage
Experience with the use of OLAP cubes is an advantage
Project / software development lifecycle knowledge and experience (PLC / SDLC)
Daily system monitoring and application health checks to ensure good service
Investigating and resolving data related issues as they arise
Working with the risk modelling team and IT development teams to ensure issues are captured, tracked, prioritized and ultimately fixed
Developing and supporting custom reports for internal teams
End user support and account administration
Perform breakfix/end-user desktop support to users in multiple locations and provide second- level support to the divisional community for software, hardware, and various infrastructure related issues
Manage hardware inventory for location and provide monthly reports
Monitor and maintain problem status/resolution information in ServiceNow
Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organization
Focused on and driven to provide the highest quality of customer service
Highly developed spoken and written communication skills
Flexibility to cover opposite shift patterns
Ability to prioritise work tasks
Ability to remain calm under pressure
Eager to self-learn
MCP/MCSE/CCNA / ITIL Foundation would be advantageous but not necessary
Interfaces with other systems, internal/external checks, controls and outputs
Coordinates new data development and ensures consistency and integration within existing application systems
Gathers information about program objectives, functions, features and input/output requirements to design application systems that perform well logically and physically
Analyzes and estimates feasibility, costs, time and compatibility with hardware/other programs
Researches and evaluates software/hardware to assist in programming or to use as program platforms
Leads team to establishing audit procedures, ensure continued integrity of systems, and assist in post-implementation continuous improvement efforts to enhance performance and provide increased functionality
Provide hands-on technical support for the MetricStream application, as follows
Incident and problem management –troubleshooting and root cause analysis
Application and infrastructure performance monitoring – HP, Topaz etc
Bachelor's Degree (or a minimum 4 years equivalent work experience) with a minimum 2 years IT experience
Minimum 4 years of experience in Oracle Database (10g+) with high proficiency in PL/SQL programming using tools like SQL Developer and TOAD Eligibility Requirements
Must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
Minimum 2 years of experience in supporting Java based application including in-depth knowledge of application architects and good knowledge of Java and JBOSS
Experience of UNIX/LINUX/Redhat, Apache and shell scripting
Experience of application and infrastructure monitoring tools like HP, Topaz and OEM – proactive vs. reactive, console and event management
Experience with team leadership, project management, and execution of multiple simultaneous and/or large projects
Possesses problem solving and analytical skills
Ability to manage customer expectations
Demonstrates command of multiple programming languages, basic systems analysis techniques, testing, debugging, documentation standards, file design, storage, and interfacing
Competent in strategic thinking and leadership
Experience of supporting packaged web based and secure enterprise applications – including product release management, staging releases, vendor-supplied updates and product patches
Creative thinker and problem solver with experience in technical trouble shooting and root cause analysis - effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
Ability to communicate succinctly and professionally – with multiple technical and business stakeholders
Self-starter who can plan, organize and prioritize tasks under pressure, has the ability to deliver solutions quickly and can 'think on your feet' to determine short term and long term
Ability to work with multiple technical partners – ensuring an 'accountable' relationship model that monitors the day to day delivery of technical solutions - identifying, remediating and escalating poor support
Knowledge of IT controllership methodologies and standards; demonstrated experience of supporting applications or project execution in a regulated environment
Develops a depth of functional and technical understanding, including needs of client users, of the Sabre CRS platform and its value in the Hospitality industry
Develops a strong technical understanding of the Sabre CRS application and all connected interfaces
Ability to understand application performance and drive improvements/address challenges
Addresses customer inquiries/issues via case-based workflow system and meet response / resolution targets and goals
Applications developed on Windows ASP/NET
Internet facing web applications
Networking/communications
XML messaging
The Data Analytics (ITIL) function for Walt Disney Parks & Resorts Technology will analyze data for all of WDPRT
Acting as part of a de-centralized Service Management center of excellence, upholding the ITSM quality while partnering with the delivery team to maximize velocity
Serve as a consultant for operations teams for data driven discussions, decisions, & reporting
Establish KPIs and a regular executive success measurement reporting cadence including Incident, Change & Problem Management
Lead Continuous Improvement efforts & partnering with all delivery teams to ensure the segment remains focused on the work necessary to harden our production services
Demonstrated experience in customer support for enterprise-scale technology solutions
Ability to drive change through innovation & process improvement
Demonstrated mastery of IT Service Management processes
Technology experience in the hospitality/travel industry
Certification in ITIL
Expert Knowledge of ServiceNow
Expert Knowledge of Business Objects
Support the Data Integration Operations and Engineering teams in resolving issues reported by Viverae Clients and internal
Trouble shoot and resolve issues related to Device Integration with 3rd party
Resolve queries on error reports, file data issues and provide feedback to Account Managers
Monitor Data and Web Platform Technical Support help desk tickets
Provide enhancement recommendations on recurring application issues to supervisor
Demonstrate self-reliance in researching technical solutions and product functionality
Work and communicate with 3rd party vendors and carriers to resolve application/integration issues
Other duties as assigned/special projects
Bachelor’s degree in Business or relevant field of study
MYSQL or alternate SQL query language preferred
Experience working with databases
Proficient with all Microsoft applications
Strong verbal and Written Communication Skills
Strong analytical skills in resolving issues
Ability to work effectively and confidently with users, team members, and management
Must be flexible and willing to undertake a wide variety of tasks
Experience working with clients directly in providing solutions
Possesses a university degree/college diploma in Business or Computer Science or equivalent
1-3 years First Level Technical support experience
Completion of the appropriate industry accreditation or certification i.e. ITIL, MCP
Demonstrated basic knowledge of supported products and platforms
Demonstrates knowledge on support for organization and function
Displays strong knowledge on the following but not limited to (Windows 2000, Windows XP, Windows NT, Active Directory Novell, Microsoft Office suite, Mainframe, E-mail)
Exhibits exceptional Customer Service skills
Strong relationship management skills
Excellent organizational & multi tasking skills
Excellent computer skills
Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
Illustrates high attention to problem description, detail and impact
Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
Excellent understanding of compliance and risk issues
Accurately document all customer interaction, research and resolution
Provide login, search, usability, and technical support for multiple proprietary products and services
Provide high quality customer support to internal and external customers via phone, email, and chat
Acquire product knowledge to competently demonstrate the products and services we sell
Assist customers with installation of product user interface and site navigation
Internal systems knowledge such as CRM, billing, admin tools, website and production systems
Perform basic browser troubleshooting
Handle billing need such as payments, research, invoices, and usability of online billing tool
Escalate issues to second level team when necessary
Problem Solving and basic technical skills
Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
Excellent Customer Service skills. Excellent written and verbal communication skills
40 hour work week; minimal travel. Office environment
Preferred 2 or 4 year degree
Second Language a plus: Spanish, German, Portuguese, French, Dutch, or Mandarin
College degree a must
2+ years of technical support experience strongly preferred
Proficient with Microsoft Office (Outlook, PowerPoint, Word, Excel, Visio)
Experience with AICC and SCORM architecture and development
Experience with Seibel, RightNow, Mantis, Quality Center, Team Foundation Server, Rally a plus
A University degree or equivalent in a relevant field
Microsoft Certification MCSE or equivalent
Knowledge and Experience of building windows clients, windows servers and other Microsoft products
Knowledge and experience of building/maintain Microsoft Active Directory
Knowledge and experience of virtualization products
Understanding of current network hardware, protocols, and standards
Understanding of database design and file management techniques
Excellent Troubleshooting skills
Experience working with Microsoft Dynamics AX is desirable NOT essential
Demonstrable experience of cloud computing technologies (AWS and Azure particularly relevant)
Working knowledge of Team Foundation Server
Knowledge of applicable data privacy practices and laws
Able to exercise independent judgment and take action on it
Excellent understanding of the organization’s goals and objectives
Logical and efficient, with keen attention to detail
Experience at working both independently and in a team-oriented, collaborative environment is essential
Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
Flexible during times of change
Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial
Dell & IBM certified or comparable experience
A+ certified or comparable experience
Must have at least one year of experience supporting PC hardware and software. Must have a strong working knowledge of Desktop OS to include XP / Win7
Must have good communication skills and be able to work professionally with internal and external clients
Service Now Tickets
McAffee Endpoint Protection and Encryption
Email - PST/Login
Windows XP/7 support
GE Core Image support
Escalation point for Help Desk
Support approximately 200 PC’s
Support site printers
Act as hands & feet on the ground for a remote server team
Act as hands & feet on the ground for a remote networking team
Support current phone system (training to be provided by customer)
Support various software applications; work with vendor technical support to support applications
Respond to incoming phone calls, chat, and email from NewsGroup users in a positive and professional manner
Provide level 2 business application support within service levels
Apply advanced diagnostic techniques to identify problems, investigate causes and solutions
Must be able to work flexible hours, including occasional nights, weekends and holidays as needed
Undergraduate degree in a computer science or related field and/or equivalent work experience, required
Minimum five (5) years/IS&T Desktop and PC Support experience working in large corporate environment
Must be able to lift up to 35 pounds with assistance
Experience with current technology includes
AA degree or equivalent related experience
5 - 10 years of experience working with IBM Mainframe systems hardware
Experience working in large scale critical Data Center environments
On Call 24 X 7 Support
Internship in IT or experience as a Technical Support Analyst
Excellent command of English, and ideally French
Knowledge of Windows Server
Knowledge of Unix
Knowledge of Networking (TCP/IP, OSI)
Proactive and autonomous
Ability to make complex information accessible
Assist Account Management in timely resolution of support tickets
Assist in setup and configuration of new accounts
Read and write VBScript based scripts to troubleshoot and/or create various software functions
Expert in Websphere, Apache and Tomcat technologies
Implementation of WebSphere, TomCat and Apache builds
Manage the Apache, Tomcat and Websphere hosting infrastructure
Work with application teams to assist them in the roll out of new java applications
Advise clients on application architecture, infrastructure standards and procedures
Incident, problem and change management activities
L3 production support
Liaise with the engineering team for 3rd line support and escalation to vendors
DMZ web and network infrastructure management
Provide technical support for proprietary products and services
Browser and system troubleshooting
IP address maintenance
Identify issues and causes as well as resolutions for access issues, search / data issues, etc
Work along multiple level 2 teams and identify when an escalation is needed
Troubleshoot FTP connections and file errors
Provide information on batch processes (file failures, connectivity, logs, etc)
Review XML logs and transactions
Utilize multiple support tools for different products& services
Ability to make ad-hoc schedule changes / work a flexible schedule
Responsible for covering on-call rotation (shared with team) and possible rotating shift
Knowledge of related products
Ability to handle and track multiple escalations to various teams
Preferred 2 years customer service in technical environment
Experience in handling escalated customer support calls
General knowledge of batch and xml processes
Preferred experience with FTPs
Administration – duties that tend to be standard protocol/scripted procedures used to document
Demonstrates follow-through until desired results are achieved
Handles, plans and effectively delivers routine projects
People - Collaborates with others to meet customer and team needs
Shares information, resources, knowledge and expertise within and across departments
Strong human relationship skills, must be able to comfortably work with and communication clearly and concisely with all levels of cast, including Executives. Ability to elicit confidence and build trust and rapport
Minimum of two years Disney experience in Parks, Resorts, or Sales, individually or combination
Excellent analytical skills to comprehensively analyze and interpret situations and possess strong problem-solving skills to develop or assist in the development of solutions to issues
Demonstrated ability to work effectively as a part of a team
Provide day-to-day support to client institutions including response to customer inquiries related to complex web-based software applications issues or questions and ensure customer expectations are exceeded
Serve as escalation point for more junior team members. Provide guidance to staff on all products and
Identify, troubleshoot and resolve complex processing, application usage, or business issues
Proactively identify and own issues through resolution working with business or development groups
Assess operational opportunities to increase service quality or efficiency and act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 2 Support to act on recommendations
Develop tools and educate customers on software applications, usage and functionality
Bachelors/Degree or equivalent experience
Typically requires a minimum of 5 years' experience in a customer support role in software, financial or information services
Proficiency with troubleshooting and resolving complex technical issues related to web-based software applications
Proficiency providing technical and consultative support to external customers and identify business needs
Proficiency of client-server networking and database management
Excellent verbal, written, presentation and interpersonal skills are required
Proficiency of XML toolsets, including XML Spy or a comparable tool
Proficiency of Automation Testing Tools
Proficiency of Microsoft .NET, Java, VB script programming capability
B-Degree in Software Engineering or equivalent technology diploma
ITIL foundation certification will be an advantage
ITIL Intermediate Operations and Support Analysis certification will be an advantage
Good understanding of Coding standards, code metrics and tools to assist with development
3 years+ experience in software development environment
Experience with software development methodologies
Strong Database and SQL background is preferred
Experience in Telecommunications or Banking will be advantageous
Experience developing a commercial software product is preferred
Experience or knowledge of service-oriented architecture design concepts is preferred
Exposure to Scrum or other agile software development frameworks
Experience in the following technologies
Sun Application Server (Glassfish) / IBM WebSphere (preferred) or any application server
Oracle / DB2
Lateral and analytical thinker
Customer service orientated
Self-motivated, self-organized and proactive
Ability to co-ordinate and prioritize tasks
Openness to working with others in a respectful manner
Share knowledge with other team members
Deadline driven
Able to operate in a fast-paced, multi-task environment
Minimum 1-2 years in a customer support role
Basic technical troubleshooting skills required
Preferred 2 or 4 year degree or equivalent experience
General knowledge of Batch and XML processes preferred
Second Language a plus: Mandarin or Spanish, also German, Portuguese, Dutch
2 or 4 year degree preferred or equivalent experience
Excellent Customer Service skills
Work with the installation planning team members to coordinate and install hardware
Manage vendors providing Hardware support
Provide support and problem diagnosis of Mainframe and Open systems Hardware, cabling Infrastructure and associated peripheral devices
Utilize problem and change management systems to insure all changes and problems are accurately managed and tracked
Utilize Asset Management and Data Center documentation tools to manage and track hardware inventory, locations and status
Participate in project meetings to gather requirements and insure implementations in the data center meet project requirements
Provide updates of the physical layout of equipment and cabling systems utilizing the OBTAIN documentation tool
Create planning diagrams of proposed hardware configurations as needed for installation and maintenance purposes
5 - 10 years of experience working with IBM Mainframe and Open systems hardware
Executive management support on all workstation, telephony, and mobile related issues and requests
Analyze customer problems and formulates plans to implement to obtain resolutions
Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets
5 yrs experience as technician
Experience providing support to software development environment preferred
College degree highly desirable
Experience supporting VIPs
Ability to support users at various levels of technical competency
Effectively manages difficult or volatile customer situations
Technical writing/documentation skills
Extensive Hardware/Software installation and configuration
Extensive knowledge of Windows 7, MS Office suite and Outlook
Knowledge of SCCM, remote access environment like Citrix XenApp/XenDesktop
Networking connectivity knowledge and troubleshooting
Extensive PC troubleshooting both onsite and utilizing client remote control solutions, McAfee Enterprise security tools
Extensive Microsoft Software troubleshooting
Cisco Voice/Video trouble shooting
People-oriented/Team Player
Design, develop, and operate Visa’s Digital Wallet internal and external monitoring
Troubleshoot and resolve technical Live issues
Experience in system monitoring and problem troubleshooting a must
Computer Science degree or equivalent work experience required
7+ years relevant work experience
Java and Web application programming
Solid experience with object relational mapping, Oracle, and SQL
Thriving in self-motivated internal-innovation driven environment
Previous Agile/Scrum, startup, or payments experience a must
Ready to perform on call duty even on weekends
Must be able to lift up to 35 pounds
Knowledge and Experience of VOIP
Avid environment knowledge (iNews, Command, Editing, etc)
Mission critical support experience
Troubleshoot and provide resolution to issues related to computer hardware equipment, software and market data applications within area of responsibility
To ensure quick and efficient resolution of any problems requiring external assistance through component liaison between other departments and areas of technology, and outside vendors whilst communicating issues professionally and effectively to internal contacts
Support of virtual desktop environment on VMWare and Xendesktop
Experience supporting Market Data applications
Knowledge of Microsoft Operating systems and Windows based applications running on Desktops and Laptops
Knowledge of trading floor and Market Data applications
Supports client testing tasks across key systems (VIP and/or BASE II/VSS), ensuring error-free implementations
Prioritize testing tasks and other workload in order to meet agreed timeframes
Respond to technical queries received from clients and internal departments
Follow documented procedures and processes, resolving discrepancies found and suggesting improvements
Interact effectively will all levels of Visa management and staff. This position will involve frequent interaction and communication with key Visa stakeholders, including merchants and vendors
Actively contribute to the effectiveness of the team by supporting and co-operating with colleagues based across various Visa regions, providing cover during periods of absence
Relevant tertiary qualifications and in-depth experience in a technical services environment
ITIL Foundation certification and experience
Project management experience preferable in an implementation environment
A sound understanding of a variety of technology platforms
Previous IT stakeholder relationship management experience, inclusive of an offshore team
College degree in the field of computer science and/or 2+ years equivalent work experience strongly preferred
Experience with AICC and SCORM architecture and development a plus
Familiarity with IP addresses, FTP/SFTP
Research and trouble shooting skills required
Experience with Seibel, RightNow, JIRA, Learning Management Systems, Document Management Systems a plus
Candidate is a First, Second, Third or Fourth year student
Have a proven aptitude for Computer Science or Information Technology and have previous exposure to all or some of the following technologies: SQL, Databases, Networking, Programming, Web server, and UNIX
Candidate possesses proven oral and written communications skills and are able to work effectively both individually and with others
Outstanding organizational and time management skills as well as the ability to work in a team environment are essential
The ability to have fun and work hard is considered a key asset
Work with the installation planning team members to coordinate and install network and server hardware within the Visa Data Centers
Provide support for network hardware failures and problem diagnosis of cabling infrastructure problems
Participate in project meetings as appropriate to understand requirements and insure implementations in the data center meet project requirements
Associate degree in computer science or related field or equivalent training/education required
2-5 years of experience working with network hardware and cabling systems in a Data Center environment
Solid understanding of IP networks and network topologies
Experience working in large scale/critical Data Center environments
Shift work requirements including nights and weekends
Provide day-to-day 2nd level technical support and operational customer service needs for Visa Client Institutions using one or more of the Visa supplied software products and ensuring customer expectations are exceeded
Process internal/external client requests for rule changes within service level agreement time frames. This includes the creation of new, routine rules and updating or deleting existing rules. Analyst will be responsible for troubleshooting basic Visa Risk Manager (VRM) workstation issues/VCAS and VVO issues
Accurately and promptly assess/solicit the impact of a critical/major system/application outage
Provide consultation for all internal Visa and external clients as needed, including but not limited to all Visa risk management tools. Provide product definitions responsive to customer needs and market opportunities as well as an assessment of operational opportunities to increase service quality or efficiency. This includes identifying or correcting chronic issues for clients
Monitor and analyze fraud trends, prepare documents and publish periodic reports as needed
Identify and offer effective/sound recommendations to address repetitive issues
Work on multiple platforms including ticket queue, mailbox, alert console and phone calls
Support user acceptance testing for implementations and software releases
Degree in Computer Science, Computing, Engineering
At least 5-7 years of experience in a similar role
Highly organized and team oriented
Service oriented, with strong analytical and conceptual skills
Able to multi-task in a complex, fast pace environment
In depth level knowledge of fraud mitigation tools such as Visa Advanced Authorization and Visa Risk Manager would be a plus
Expert level understanding of the fraud, payment, data processing and technical support industries and a detailed understanding of current trends and high-level business drivers
Experience in VCSA (Siebel), Viper (Remedy), or other incident management tools is a plus
Willing to work CEMEA work hours should the situation arise
Design, create, execute and report on functional tests against multiple applications
Follow standards in development and testing to ensure compliance with Audit Requirements
Follow Quality Control processes according to the Industry Standard practices
Actively look for opportunities to enhance standards and improve process efficiency
Identify and document software defects in a clear manner and retest using corrected code to resolve the issue in a timely manner
Identify and troubleshoot system issues working with development as required
Design, document and track test cases in tracking system
Produce metrics for projects as required by Project Management, Clients and/or Implementation team
Identify opportunities for process improvements and efficiencies
Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, and teamwork
Work with business representatives, IT Management, IT development, support teams and vendors to ensure on time, on budget, and quality delivery of testing deliverables
Coordinate and collaborate with a globally distributed team
A minimum of 5+ years of success in technical and Client facing roles in the Payments or client facing industry
Bachelor's degree or equivalent (preferred) in Computer Science or Technology related field
Functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders
Working knowledge of Visa systems including VisaNet Systems Tables, authorization & clearing systems, client connectivity, and other related Visa applications supporting client programs
Working knowledge of payments network and processing services – message routing, STIP, clearing and settlement
Working knowledge of Client business drivers for their operations and processing businesses and how it relates to their programs
Transaction processing
Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
Consultative support
Strong oral and written communications
Complex analytical analysis
Must be able to provide own transportation between Los Angeles and Universal City offices, when needed
Self-driven engagement with excellent follow through skills
Cable Television Broadcast Experience
Avid environment knowledge (iNews,etc)
Extensive PC troubleshooting
A+ Certification, Microsoft Certified - MCP, Windows 7 MCSA preferred
College degree in the IT field highly desired
Bachelor's Degree in Computer Science, Computer Engineering, Management Information Systems or Technology-related field
5 or more years of hands-on Quality Assurance experience
Manual testing experience
General business knowledge of financial systems
Basic understanding and knowledge of Software Engineering Concepts and Methodologies is required
3 plus years of EFT experience strongly desiredTandem / Connex Advantage experience is a plus
Debit processing experience is a plus
Strong understanding of Agile, scrum and Quality Assurance processes and methodologies
Experience with tools like clear quest, ALM, AGM, Share point and Wiki
Must have experience with Automation tools like QTP , Selenium RC/Web driver
Technical Analysis, Design and Consulting
Identify and make recommendations on exploitation of new feature / function of supported vendor software and RBC written code to ensure proper use of technology while adhering to RBC’s long-term architectural direction
Maintain a very good understanding of supported technology as well as interfacing technology supported by other areas of RBC
Recommend strategies to drive down cost and improve efficiencies with supported vendor software and RBC written code to ensure optimal use of available resources. These activities will contribute to the overall group target reduction of $XX NIBT
Ensure that supported vendor software and RBC written code maintained by the incumbent are maintained at appropriate levels to ensure RBC remains on the leading edge of technology. The expectation is that vendor software will be upgraded to new version, release and/or maintenance levels within 12-18 months of said software becoming available
IBM DataPower appliance administration/build (Required)
Operational knowledge of 2-way SSL (Required)
Certificate management experience (Required)
Fundamental IP/Routing knowledge (Required)
TCP/IP (Required)
DNS (Required)
Network Equipment (load balancers, DNS, etc.) (Asset)
F5 Load balancing experience (Asset)
Unix operating systems knowledge (AIX, Solaris and Linux) (Asset)
Installation and configuration of ISAM/TAM (WebSEAL, Policy Server, GUI Mgmt interface) (Asset)
Java and J2EE technology (Asset)
Web-based applications and services within a multi-tiered architecture environment (Asset)
IBM WebSphere Application Server technology (Asset)
HTTP and T3 as the message transport protocols (Asset)
Java Programming Language (Asset)
LDAP (Asset)
Address customer queries & calls
Analyse incoming requests & determine appropriate solutions
Managing, documenting & updating of work instructions & customer calls
Provide remote support to diagnose any issues on end users work stations or peripheral devices. Resolve any issues arrising
Liase with IT team or third party suppliers to resolve issues
2 years + experience providing 1st, 2nd level support via telephone, remote access and in person
Previous experience working with Windows, Android, IOS platforms
Trouble shooting experience (servers, PCs, Laptops, local / network Printers, Faxes, Platronics desk phones, mobile phones
Experience analysing, solving and responding to issues raised in a timely and efficient manner
Experience working with VMWare, vSphere, Active Directory, TCP/IP, Lync
Experience using Fireworks ticket system would be a bonus
Previous experience supporting a multi-site operation would be benefitial
Previous experience working in a corporate environment would be a bonus
Provide operational support to large financial institution for specialized software products; act as the voice of the client to other internal groups, including the Product and Technical teams
Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
Assure prompt and permanent resolution of client inquiries relating to general functionality for Visa software applications
Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
Educate customers on software applications, usage and functionality
Assess operational opportunities to increase service quality or efficiency
Available during off hours for high priority issues or special projects; on-call monthly for after-hours client inquiries
Minimal travel may be required
Bachelors degree in business or computer related field preferred
Minimum of 2-4 years experience in a customer support role in financial services, software or information services
Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
Spanish required, Portuguese preferred
6 months - 1 years + experience providing IT Service Desk support via telephone, remote access and in person
Excellent communication skills & telephone manner
Excellent organisation skills
Basic user & security group administration
Previous experience with SQL would be an advantage
Smart appearance
A high degree of motivation and enthusiasm
Flexible, selfstarter
Team player at all times
Calm and confident in pressurised situations
Interested in new technology and keeping up to date with new methods, tools and the wider technology market
The role requires working knowledge of production support processes such as incident/change/problem management, call triaging and escalation procedures. The role will also demand the ability to write and maintain scripts to monitor system activity including application smoke test activities during pre and post production implementations
Responsible for managing the Service Level Agreements (SLA) with customers on problem tickets
Responsible for providing 24X7 Application Support with strong emphasis on high service availability
Responsible for evaluating issues reported and provide solutions to ensure operational support structure and issues are being tracked for analysis, tracking and resolution, and proactive communication of issue status
Ensure the service meets the corporate quality, security and compliance standards
Minimum 5+ years of experience in supporting and maintaining Java/J2EE based applications
Hands-on experience working in UNIX environments and be able to execute queries in SQL
Should possess good knowledge in WebSphere and Tomcat and should be able to handle deployments
Good experience with ITIL, BMC Remedy and ticketing workflows
Ability to research solutions to various business and technical problems, evaluate alternatives and be able to present recommendations and justifications to management
A Bachelor's degree in computer science or a related degree required
Primary activities include diagnosing issues, troubleshooting, and incident management
You will have the responsibility to take ownership of customer issues reported and see problems through to resolution
The role will require that you work very closely with Operations, Infrastructure, and Product Development (L3) teams and communicate effectively both written and verbal to provide high levels of customer satisfaction
You will be responsible to maintain a high level of day to day responsiveness
Demonstrated analytical, problem solving, and troubleshooting skills
Ability to collect data, establish facts, and draw conclusions to solve issues
Ability to express complex technical concepts in layman’s terms, both verbally and in writing
Knowledge of Cloud environments and application development essential
Demonstrated abilities to multi-task and follow-through
Track record of successful verbal and written communications and ability to develop effective customer relations
Proven abilities in customer service, and focusing on attention to detail
Ability to maintain a high level of technical and functional product knowledge, together with knowledge of the products and operating systems on which the Watson Health Cloud is built
Constant updating of technical and functional skills and strong teamwork are essential to working in this dynamic environment
Certifications and experience in related technologies and regulations an asset - HIPAA, REST APIs, Analytics, iOS
Minimum 5+ years of experience in supporting and maintaining Ab Initio based applications
Good experience with ITIL and ticketing workflows
Incumbent must have strong problem solving, analytical and technical troubleshooting skill. Should have the ability to prioritize and perform multiple tasks simultaneously and delivery exceptional customer service
25% 1. Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service (e.g. resetting password, virus tracking and assistance)
Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution
Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters
Gathers metrics for regular reports and summaries
Maintains internal and external availability and event reporting
75% 2. Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues
Works closely with tier 2 and 3 support teams to resolve events and complete projects
Develops scripts for automation tasks and process improvement
Supports and maintains third party applications
Researches, evaluates and implements new technical tools
Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience of 2 to 4 years in information systems
Minimum of 2 to 4 years experience in Microsoft based systems, including Active Directory, or Linux based systems, internet web farms and hosting
Minimum of 2 years experience understanding and working with network functions
Provide technical assistance to customers using existing knowledge base, through problem determination / trouble shooting and root cause analysis skills
Prioritize and understand issues – negotiates with clients as to relative priority
Communicates action plans to the customer, and as necessary and appropriate to other internal IBM personnel (Cognos Operations, Management, Development, et al)
At least 1 year experience in Databases e.g., DB2, MS SQL, Oracle
At least 6 months experience in web deployment, CGI applications and servlets
Experience with JavaScript, or XML programming and an understanding of Application Server Technology (especially WebSphere, WebLogic or Apache Tomcat). K
Knowledge or exposure to any other “business intelligence” vendors would be considered an asset
Experience in a customer facing role
Must have at least three years of experience supporting PC hardware and software. Must have a strong working knowledge of Desktop OS 7 / 8
Specialized support of enterprise antivirus software on end-user devices
Specialized support of enterprise hard drive encryption software on end-user devices
Serve as Level 2 and Level 3 for all escalations related to client device security and encryption
Drive Encryption Software
Windows 7 / 8 support
Acceptance testing for new core loads
Provide 2nd level onsite and remote support on workstation related issues and requests
Knowledge of Windows 7, MS Office suite and Outlook
4-6 year experience as technician supporting over 300 users
A bachelor’s degree in computer science, engineering, business administration or other relevant field
Minimum 5 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
Entertainment industry experience
Proficient computer hardware and networking troubleshooting skills
Thorough knowledge of Windows and Mac OS
Active Directory experience
Strong knowledge of iPhone/iPad, Android, Windows Mobile and Blackberry operating systems
Strong customer-service skills
Ability to follow written and oral instructions and work alone
Demonstrated ability to prioritize work and manage time effectively
Knowledge Required
Skills Required
Other Required Characteristics
Acquire product knowledge to competently demonstrate the products and services we sell Assist customers with installation of product user interface and site navigation
Internal systems knowledge such as CRM, billing, admin tools, website and production systems. Provide login, search, usability, and technical support for multiple proprietary products and services
40 hour work week; minimal travel
Office environment
Windows 8/7/XP, Apple OSX desktop platforms
MS Office Suite – Office 2010 and Forward (Word, Excel, PowerPoint, Outlook) for both MAC and PC
Desktop and Laptop security encryption for Mac and PC
Active Directory Management
Service Now or Ticketing Software experience
Basic Networking experience (TCIP, LAN/WAN, Network Topology as it relates to desktop support)
Servers and Storage as it pertains to desktop support
Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry
Ability to work within established standards and guidelines
Strong organizational and interpersonal skills such as: persistent, client-oriented, results-oriented and accountable
Television Studio Experience
Knowledge of the standards and requirements of broadcast technology equipment
Experience in an IT support environment with exposure to hardware and systems support
Knowledge and understanding of the varying needs and interests of people in developing countries
Ability to work on own initiative and organising time effectively within a range of often conflicting deadlines
Capacity to juggle competing priorities and a busy programme of work while working to an agreed plan
The interpersonal skills to establish confident and effective working relationships with BBC staff at a variety of levels, and with external organisations
Ability to communicate well in English (spoken and written) and to negotiate tactfully and effectively
Experience of writing comprehensive technical documentation from proposals to technical design documents and user guides
Knowledge of current technology best practices and solutions
Experience of planning and delivering IT training either remotely or face to face
Experience of requirements analysis, development and understanding of business processes
Understanding and Experience of working with Windows operating systems including Windows 7/8 from a support and/or systems design perspective
Understanding of Windows Server technologies including Active Directors, User account management, Exchange 2010 Exchange 2013, NAS / SAN Drives, trouble shooting, Antivirus and Encryption
Sound knowledge of developments in the broadcast/media industry and how these can be applied to the BBC Media Action work
Sound knowledge of developments in the IT industry and how these can be applied to the BBC Media Action work
Genuine interest and enthusiasm for BBC Media Action aims and objectives
Bachelor degree in Engineering related to Information Technology
2+ years' experience in IT Operations in a technical SME role
3+ years' experience in IT process management/re-engineering initiatives
ITIL Foundation Certified with at least one intermediate certification. ITIL Expert certification is a bonus
Lean or Green Belt Six Sigma certified. Black Belt certification is a bonus
Experience using and administering ticketing tools such as BMC Remedy
High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle
Good track record for innovation and measurable process improvements
Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
Self-driven and ability to work independently
Have great degree of technical understanding and literacy
Flexible working hours to accommodate diverse geographic locations
Strong customer service, analytical, research, interpersonal and problem solving skills required
Experience working with multicultural teams in diverse geographic locations preferred
Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint
Process documentation samples and prior improvement project examples are required
You are the effective communicator between our business stakeholders (mainly our internal editorial and publishing team) and operational support team
You manage the SLA agreed upon by all stakeholders
You are the go-to-person for any local incidents, escalation and change management support
You will be based in our Kuala Lumpur office, and work alongside with business stakeholders in the region, and reporting to India
Responding to all customer queries via email and/or telephone as appropriate
Acting as liaison between the development and customer during the investigation of issues
Partaking in the analysis and investigation of customer issues, including the configuration and recreation of the technical environments of the reported issue
Providing solutions and advice to customers in a clear and concise manner appropriate to their individual technical ability
Maintaining records of all Customer systems, including software versions & platforms
Perform configuration and system administration tasks within the MACRO hosted platform
Complete weekly Support Reports for Management and specific reports as required for Customers
Complete monthly timesheets by the second working day of the following month
Complete expenses claims by the fifth working day of the following month
Ease and effectiveness when dealing with clients and colleagues at all levels
Empathy with customers using our products
Ability to identify key customer issues, providing immediate solutions or pass on to technical colleagues for resolution
Tenacity – you’ll make sure customers get timely, right-first-time solutions
IT literate and comfortable working with Windows and Microsoft Office applications
Educated to degree level or with equivalent qualifications
Experience of working in a customer-facing role, preferably in technical support
Experience of working in clinical research or in a healthcare setting
Computer Science, technical or science degree (or equivalent experience)
Understand software development concepts (although no specific programming skills are required) such as design, programming, testing, configuration and release
Experience of working in an application support team
ITIL foundation-level (or equivalent knowledge)
Experience of supporting a Software as a Service (SaaS) environment
Minimal travel may be required
Bachelor’s degree in business or computer related field preferred
Minimum of 2-4 years’ experience in a customer support role in financial services, software or information services
Spanish beneficial
· 1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills Excellent Customer Service skills
· Excellent written and verbal communication skills
· 40 hour work week; minimal travel
· Office environment Preferred 2 or 4 year degree Ability to multi-task and handle incoming calls as well as emails Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
· Ability to work independently on assigned projects. Bridger Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin
· Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills Excellent Customer Service skills
Office environment Preferred 2 or 4 year degree Ability to multi-task and handle incoming calls as well as emails Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
Ability to work independently on assigned projects. Bridger Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin
Create queries to extract information from multiple database management systems
Manage quality maintenance survey scheduling for approximately 14,000 McDonald’s locations
Ability to build databases using Microsoft Access and QuickBase
Knowledge of SQL and query language
Effective written and verbal communication, listening, planning, prioritizing, organizing, execution, problem solving, negotiation, interpersonal and decision-making skills
Ability to take direction from multiple sources
At least two years of experience in a call center environment
2 to 4 years of Experience in Software development and engineering
Opportunity to move into development roles and/or expand into functional support roles. This role supports a broad range of applications and technologies, so great opportunity for lateral moves within the team
Understand and ensure adherence to customer service level agreements for HR systems
Provide, or require responsible parties to provide, root cause analysis for any systems or process issue ensure remediation plans are devised, discussed and agreed on, and result in permanent resolution of issues
3-5 years experience in an IT Support Center or Operations Center
Demonstrated experience with service and event management tools for Event, Incident and/or Problem Management
Document and maintain common symptoms, recovery steps and standard application activities in knowledge base
Identify and escalate potential business impacting issues following documented work instructions
Execute connectivity and functionality test for critical business applications and services
Bachelors Degree in Computer Science or Engineering a plus
With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customers’ question and / or technical challenge
Provide high quality customer support to internal and external customers via phone, email, and that Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
Perform basic browser troubleshooting Handle billing need such as payments, research, invoices, and usability of online billing tool
Office environment Preferred 2 or 4 year degree
Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin. Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
Responsible for configuring and arranging deployment of production applications (involving intra-week evening and some weekend releases)
Mastering, understanding and being accountable for production changes
Helping to create efficiency in current deploy process and automating manual interactions
Understanding change procedures and being able to liaise between Development, QA and Production support teams
Sound knowledge of Unix / Linux and be comfortable with the command line / vi editor
Ability to create / modify / understand scripts in Perl, Unix Shell (KSH, BASH) and Python
Database skills – knowledge of how to navigate and query tables in an SQL database
KDB knowledge would be a plus
JavaScript/HTML(GCGI) knowledge would be a plus
Understanding of Webservers (Apache) would be a plus
Knowledge of Trading systems such as FIX Protocol or SunGard Global Trader (GL) would be a plus
Experienced technology professional
Ideally with Investment banking experience (Derivatives / Equities)
Previous experience in dealing with production critical systems
Bachelors degree, or relevant work experience
Performs in-depth analyses on production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
Writes code according to accepted standards to ensure that the application runs properly in a production environment or to correct application defects
Writes and executes unit test cases and assists the project team with integration and user acceptance testing as required to ensure that the application functions as per specifications
Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations
Development experience in a Microsoft Windows C# Environment, preferred
Exhibits solid knowledge of databases
Possesses solid communication and interpersonal skills
Day to day desktop support and single point of technical go-to person
Liaising with regional technology functional teams to execute various IT infrastructure implementations, while ensuring a managed, secure end user technology environment
Assist with infrastructure facilities management in ANZ, to manage the daily operation and production support of IT systems, ensuring that the agreed the service level standards are met
Support line of business end users through direct end user engagement or through projects that deliver changes to the end user environment. Be the local point person for all technology communication to the business groups
Support IT system for line of business or local regulator as appropriate, to take essential hands-on job, offer technological troubleshooting and maintain adequate documentation and operational procedures
Assist the WF Wholesale Technology team in keeping desktops and local technology components in compliance within standards
Handle local business questions, complaints, problems and recommendation, tracking, measuring, escalating and negotiating as appropriate
Communicate corporate standards and best practices and advocating best practices while maintaining a high level of efficiency
Assist Networking and Server Engineering teams as appropriate with network related changes and maintenance tasks
Assist with patching, upgrading and coordinate the testing of computer build within lines of business
Address technology quality issues and coordinate and minimize schedule related conflicts with technology changes
Actively participate in committees, project, and forums which may have impact to the enterprise desktop environment
Perform all other duties as assigned. Flexible working and weekend on-site support coverage as and when required
Proven IT experience in a multi-national or financial institution
Proven experience in desktop, end user and infrastructure support (such as server room, VC system and relative standards) and exposure to application support/maintenance
Involvement of project deployments
Deeply engaged in end-user services & support with solid understanding of risk/physical security standards and practices
Previous experience of maintaining IT Inventory and IT records
Experience of Incident and change management – ITIL awareness
Experience working independently with limited supervision
Ability to respond to requests with urgency and manage changing priorities
Flexible working attitude
Previous experience of network/hardware/IT room support experience would be an advantage
Strong communication skill is required, both in spoken/written English
Ability to write process documents and incident reports, project updates
Assertive and diplomatic personality. Self-motivated and ability to work on their own initiative
Ability to learn new skills quickly and effectively
Proficiency in supporting desktop environment: MS Windows OS (registry, profiles, services and components, file structures, permissions, and application compatibility), MS Active Directory, MS Office Application, MS Outlook, and various x86 based application
Experience in Windows/Linux administration
Working knowledge of SQL Server
Experience with application packaging and integrating 3rd party libraries
Knowledge of networking and telecommunication
Strong IT documentation management skill
Ensure to be proven as good team player to deliver the objectives assigned to the team
Prior financial/banking/multi-national experience will be an advantage
Ensuring each Service area is prepared for each review, and all relevant agenda items posted/updated in the designated SharePoint site
Ensure all relevant ‘Source Metrics’ are available and up to date in the designated SharePoint site
Facilitate each review, drive consistency and track compliance using relevant Compliance Templates
Partner with SharePoint lead to support ongoing Service Review site improvements
Provide supporting templates and update relevant guidelines and training material
RAG rate overall Service Review Performance to include in the monthly scorecard
Provide negotiation and influence of people / processes inside and outside the organization to meet JPMC strategic objectives
Identify and implement best practices to improve efficiencies in how we operate
Strong organization and decision-making skills
Detail-orientated
Excellent communication skills with ability to influence
Capable of driving consensus and organizational change
Confident change agent and creative problem solver
Infrastructure Product Knowledge
Comprehensive business and technology experience
Proven track record in managing business management functions
SharePoint, MS Office (Excel & PowerPoint – expert level)
Excellent written and oral communication skills - as well as strong influencing and relationship management skills
Use deep technical knowledge to minimise any escalations to either the TAM or PSE team. In the event there are escalations, work with the PSE team to ensure escalation resolution efficiency
Communicate service level updates to local leadership on a regular basis
Troubleshoot issues regarding CyberSource's products and services and collaborate with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource's products and services
Participate in conference calls with customers to provide technical support as required
Enter pertinent case data into the CRM to track client issues
Maintain and share expert knowledge of CyberSource products and services through training and self-study
Configure internal systems to enable effective transaction processing for clients using CyberSource services
Identify process gaps and work with the global regional teams to put in place corrective action
Take on ad-hoc projects that are related to TSE tools and processes
Manage the maintenance of the Enterprise Support Catalogue and maintain related process documentation
Contribute to internal knowledge base and be a pre-escalation resource on technical material
With the customers best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customers’ question and / or technical challenge Accurately document all customer interaction, research and resolution
Provide high quality customer support to internal and external customers via phone, email, and chat Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
Perform basic browser troubleshooting Handle billing need such as payments, research, invoices, and usability of online billing tool Escalate issues to second level team when necessary
1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills excellent customer service skills
Provide regional support for multiple Visa products such as eCommerce, API, certificate registration and other specialized software products
Identify opportunities for process improvements on needed procedural modifications by working in collaboration with management
Collaborate as a team to achieve team’s goals and provide assistance to team members
Manage team’s mailboxes to ensure service level objectives are attained and aim to exceed customers’ expectations
Ensure prompt and permanent resolution of client inquiries as well as create and maintain updated support documentation
Notify clients proactively on widespread or business critical problems with the application as well as scheduled periodic maintenance outages
Bachelor’s degree in Computer Science, Information Technology or a minimum of 5 years’ experience in a technical customer support and implementation role in software or financial services
Self-starter with a demonstrated ability to achieve results as part of an effective team, prioritize and multi-task effectively in a complex, fast pace environment under specified timelines along with managing customer expectations
Work well as part of an effective team and collaborate with other teams at all organizational levels
Have a good functional knowledge of Visa web technologies, database concepts, developer-level understanding of XML and XML schema, programming knowledge and IP Networking concepts
Experience in usage of MS Office tools such as MS Project, Excel, PowerPoint, Word and Visio
3+ yrs experience in a SQL Server Development or Support role on Banking and Finance Systems
Experience developing ETL processes with DTS/SSIS, preferably on Accounting Systems
Experience with writing SQL Queries incl. Function and Stored Procedure programming
Experience using tools within Microsoft Business Intelligent Development Studio
Experience in C#, .NET, VBA
Strong Communication skills (both written and verbal)
5-7 years of experience in a trading environment, ideally in the front office
Troubleshooting experience in Linux/Unix and Windows Server
Basic SQL knowledge
Must be able to work in a racially diverse environment with people from a variety of cultural backgrounds
Business-level English and business Japanese
Act as a primary Velocity Technical Contact for internal communications (i.e. Client Services, development, etc.) as needed for assistance with assigned client technical support requests, escalation of technical programming issues / concerns, and adherence to process and procedures
Maintain minimum Facets Technical case closed survey return rate of 7% and minimum average score of 8.0 for all assigned cases
Attend all department (including product specific case reviews), division, and company meetings to stay current on all business objectives, as well as participate in relevant available training opportunities
Minimum 4 years of experience in the financial services/banking field interacting with clients (or equivalent education)
Demonstrated expertise with Microsoft SQL Server (2008 / 2012 / 2014)
Excellent troubleshooting and documentation skills to effectively transfer cases to other departments
Ability to work with minimal supervision and within a team environment
Strong organizational skills, with the ability to manage multiple tasks and prioritize workload effectively
Provide courteous, efficient, and professional customer service to customers over the phone and email with continued follow up until resolved and insure proper escalation procedures are followed for unresolved issues
Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues
Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications
Escalate and work directly with Research and Development to resolve complex support problems
May review and approve cases according to the escalation procedure
Test resolutions provided by development and package for release to customers
The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems
Fluent English, fluent French language is highly desirable
Experience with one or many of the following: Linux/Unix experience, Microsoft Windows Administration Experience, SQL Experience
Familiarity with Control-M Workload Automation – Highly Desirable
Experience debugging with software development tools
Applications administration and troubleshooting
Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude
Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up
Occasional weekend duties required
Complete assessments of IT infrastructure at Acadia facilities and provide recommendations
Review network cabling and provide remediation plans in accordance to AHC IT standards
Oversee cabling vendors to complete on site tasks
Analysis of construction plans to confirm IT Infrastructure needs are met
Act as a liaison between facility leadership and different IT teams including and not limited to Project Management, Network and Telecom
Hardware troubleshooting of PC systems, Laptops, Printers, and other network equipment
Manage escalated requests that come through the AHC ticketing system. (AHS)
Work on projects under the direction of a Corporate Project Manager and complete assigned tasks
Identify IT related security and safety needs and issues
Maintain skills by attending related training and performing research
Other IT support or IT administrative tasks as needed
Travel and Interface with external and/or internal locations in support of primary duties
Evening and weekend off hour activities as required
Minimum 4 years’ experience working in a modern Microsoft systems environment
Minimum 2 years’ experience with network cabling
Knowledge of TCP /IP, DNS, WINS, and DHCP
Knowledge of MS Active Directory
Knowledge of network cabling standard and network room build outs
Exceptional judgment and strategic planning / thinking skills / interpersonal skills
Extensive exposure to change management policy and procedures and financial system control procedures
Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements
“Street smarts” ability to think quickly...develop contingency plans, identify worse case scenarios and respond effectively to high visibility situations
Highly organized and resourceful – have the ability to create and maintain systems to leverage knowledge and available information
Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills
Possess the ability to satisfy the customer as well as fix the problem
Exceptional ability to work as a team player
Ability to train, explain and impart knowledge to others
Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality
Capable of working within established policies, procedures and practices prescribed by the organization
English sufficient to provide and receive instructions/directions
Manage assigned support incidents in a timely and professional manner
Receive inbound user emails/calls and outbound follow up emails / calls during scheduled hours, providing an excellent user experience
Perform desk side, phone and remote support (including users in other countries) through communication via support tickets, email, phone, and chat mediums
Triage and dispatch user incident cases, when necessary, to the appropriate person/team
Train new employees on basic computer, Wi-Fi, and mobile phone functionality
Author and update documentation on internal IT knowledgebase
Assist Infrastructure teams with all needs at remote location
Perform other duties as required or as business needs change
Basic knowledge of HTML, JavaScript, PHP and other coding language a big plus
Basic understanding of Internet principles and networking a plus
Knowledge of Dell and HP laptops and repair
Extensive Windows 7, Windows 8, Windows 10 and Mac OS knowledge
Understanding of databases principals a big plus
Ability to read OS level logs, system logs, and application logs
Experience creating documentation, procedures, and knowledge base entries
Ability to provide after-hours support
Excellent customer service skills required
Certifications are a plus (i.e. A+, Net+, etc.)
Responsible for providing technical support for all computers belonging to the institution
Responsible for meeting specified service level standards
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
Provide assistance in the areas of site support, and project specific assignments
Provide training as needed to more junior staff and end-users
Provide support for business applications
Working knowledge of Microsoft OS, Macintosh OS, workstation, desktop, mobile device and networking technologies
Working knowledge of multiple hardware and OS platforms and technologies
Working knowledge of IT environments, equipment and devices and ability to install and maintain computer equipment
Ability to solve PC related problems utilizing remote control tools
Ability to establish and maintain effective working relationships with co-workers, managers and customers
Handle incoming escalations to the established SLA’s
Collaborate with internal teams on Volume Management incidents
Escalate and manage system outages working with IT and Operations Tier 2 teams
Identify, Research and report Bugs
Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems, and Expedia hotel inventory systems as well as the related business impacts
Provide Tier 1 support on internal and customer-facing tools
Trouble shoot basic connectivity issues
Handle incoming phone calls to established KPI’s
Interface with Tier 2 Analysts on escalated issues
Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts
Manage transfer, setup, and renewal of client domains
Assist client in updating DNS records for client managed domains
Installation of SSL certificates for ecommerce web sites
Setup and support of client e-mail accounts
Creation and maintenance of user accounts for various third party software applications
Setup and maintenance of employee PCs, laptops, and other hardware
Responsible for purchase and acquisition of IT hardware
Performs windows administration tasks
Manages help desk queue as tickets come in and are completed
Responsible for first contact of 3rd party vendors for network and phone issues
Ensures availability of internal network and internet
Assist in adhoc IT/Facilities projects
Create and maintain technical documentation in regards to the role
First level support for production web application defects
At least 3+ years of experience and above in Telecommunication / IT business (preferable BSS related)
Bachelor of Science Degree in Computer Science, telecom Engineering or related field
Strong communication skills with customer service orientation
Good knowledge of Operating System (Solaris, Unix, Linux)
Good knowledge of TCP/IP and oracle Database
Follow all escalation procedures according to service level agreement
Plan, prioritize, organize and complete work to meet established objectives
Extensive work experience, possibly in multiple functions
Acts as a resource for others
6+ months of experience in a Call Center environment and/or Technical Support
6+ months of experience in Technical Support (preferably in a help desk) with experience resetting passwords and verifying callers identity
Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
Experience working with a knowledge base or knowledge tool
Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
Experience with supporting MAC hard and software
Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics
Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
Anticipates customer needs and proactively identifies solutions
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
Escalate high priority, high impact issues to the internal support teams
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
Adhere to the Pinnacle Values
Conducts timely 1st level analysis to determine problems and potential resolutions while providing help desk phone and on-site support for requests related to hardware, software, network/mainframe connectivity and application support
Consults with end users to determine hardware, software or system function setups
Maintains understanding of multiple platforms and applications to ensure accurate and timely resolution or escalation of the issue
Analyze, document, testing of computer systems or programs for purpose of 1stlevel troubleshooting
Maintains knowledge of relevant products and service offerings to provide accurate solutions, and acts as a representative of technical services to the internal and external customers
Determines what information to record per incident
Determines if the issue can be solved immediately, or if an external vendor should be contacted to solve the issue, or will escalate the issue to the internal group
Decides which priority should be given to each issue
Set-ups, modifies, and deletes systems access in timely manner based on knowledge of systems, and the requested access levels, while ensuring the appropriateness of each request
Receives requests for technical assistance in person, via phone, and email
Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations
Creates or edits documented procedures utilizing experience with successful resolutions and accurately documenting the issues using the appropriate tool(s)
Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers
Performs documentation based on testing, creation or modification of computer programs
Associate Degree or equivalent course work desired
2 years’ experience working in systems as an end user or supporting end users
Microsoft OR A+ certifications preferred or must obtain certification within the first 18 months of employment
Bachelor’s Degree Preferred, Not Required
6 years customer support experience, preferred
Healthcare background
Broad healthcare payer response familiarity
Knowledge of ANSI X12 835/837 and 270/271 specifications
Knowledge of ADT HL7 transaction formats
Experience with multiple HIS software products
Experience with CPT codes and CDM charges
Outstanding customer service attitude required
Ability to establish positive relationships with external and internal customers at all business levels
Superior interpersonal communication skills, flexibility and responsiveness
Functional & technical support (primarily Web) built with the Microsoft stack and Oracle RDBMS
Under the direction of the HR Application project lead, work with the HR organization in the planning and execution of application’s functional/technical projects in the core HR applications area
Providing technical guidance and performing code reviews to ensure quality and adherence to group standards
Have overall responsibility for the health of the core HR applications, in terms of quality of the program code and operational effectiveness, from a functional & technical standpoint
Work closely with software vendors in the planning and design of application changes (including upgrades) and coordinating on delivery and deployment processes
Stay abreast of functional & development tools, trends and practices, and act as an evangelist for items that should be considered for future initiatives
Strong technical troubleshooting skills, including debugging and analysis of performance issues
SQL knowledge (Oracle PL/SQL and/or MS SQL Server T-SQL) & reporting capabilities with SSRS
Good working knowledge of Web technologies such as HTML, Javascript, CSS, Classic ASP & ASP.NET/MVC
Understanding of OOP and enterprise-level application architecture
Strong analytical abilities, able to identify optimal designs for scalability, flexibility and performance
Creative problem solving, able to determine issue root causes and produce creative solutions under pressure
Excellent communication skills across cultures in English
Reliability and being a cooperative team player; consideration and respect for others
Professional demeanor with the ability to maintain a positive attitude in stressful situations
Display tact and patience when mentoring other team members and external partners
Being a representative of BlackBerry for product specific customer inquiries/support and issues via inbound voice and email interactions you will take ownership of cases and bring resolution to customers issues
Providing world class customer support to customers directly while also assisting with technical consultations and escalations from internal and external partners
Collecting information and performing advanced troubleshooting of Desktop, Handheld, BlackBerry Internet Service and BlackBerry Enterprise Server inquiries from Specialists and associates. Acting as a Subject Matter Expert (SME) in these platforms
Identifying and documenting potential software/hardware defects
Researching, authoring and reviewing technical documentation and taking ownership correcting any non-conformances with respect to processes and documentation
Creating new/updating Knowledge Base documentation as required
Working with support departments to ensure product improvement and enhancements
Fostering open communication within the team and sharing knowledge openly
Reproducing issues and determining root cause
Other duties as may be reasonably required such as
Post-Secondary Education in a technology related discipline
3 to 5 years previous support-related experience dealing with customers (in a technical support environment)
Advanced level knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7/8,10, Lotus Domino Server and/or Microsoft Exchange Server 2010/2013 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment, Apple sync services and how it functions (Exchange experience is preferred)
Demonstrated professionalism and diplomacy, fostering a customer-centric culture, with a true passion for customer service and the ability to empathize with concerned customers
Fosters a customer-centric culture i.e. doing what is necessary to resolve customer issues
Accepts and acts on customer feedback to improve the products and services we deliver
Builds passion through each customer interaction to promote BlackBerry brand loyalty and retain customers by building trust and confidence in our support capabilities
Strong sense of professionalism, demonstrated diplomacy and leadership, with an ability to think outside "the box"
Proven application of sound troubleshooting strategy under conditions of critical severity with enterprise customers and/or mission critical organization
Strong problem solving skills and must be capable of working effectively at a technical level with internal partners
Demonstrates ability to track and manage issues until they are fully resolved (regardless of ownership of the issue), and committed to seeing the issue through to resolution
Excellent attention to detail matched with a keen sense of discovery and investigation
Ability to work well within a positive team environment, with mentoring abilities and willingness to share knowledge and help educate others in a manner which is supportive and positive
Ability to organize and present data in a clear and concise manner. Comfortable presenting conclusions and recommendations to stakeholders at various levels within the organization, including management and senior management
Strong knowledge of data flow, logging awareness, interpretation, methodology and systematic troubleshooting, enterprise activation and handheld code installation
Excellent comprehension and communication skills, both oral and written
Flexibility to work in a 24/7 support environment where shifts rotate
Strong ability to multi-task in a dynamic, fast-paced environment
Knowledge of networking, the central deployment of software, Active Directory, certificates and API integration
Ability to organize, articulate and present data in a clear and concise manner for high profile customers and team members
General knowledge with Linux, SQL, Windows/Mac client (file system) and mobile devices
General understanding of scripting and/or programming languages
Comfortable working with a case-management system
Resolve Level 2 inbound technical calls, efficiently and professionally, in a fast paced call center environment
Associate's Degree (or higher) OR High School Diploma/GED with 5+ years in a Technical Support role
2 + years of experience with PC Operating Systems including Windows NT, 2000 and XP
1 + years of experience in a Customer Service role
2 + years of Technology Support experience
Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
Bachelor's Degree or higher level in a Technical, Computer Science, or related field of education preferred
Information Technology Certifications preferred
Microsoft Certified Systems Engineer (MCSE) preferred
Call Center experience preferred
Prior Telecommunication experience
Handle day to day activities of a help desk
Provide assistance with hardware and software applications
Onboarding of new users
Install, test and configure new workstations, peripheral equipment and software
Assign users and computers to proper groups in AD
On call availability and periodic additional time including nights and weekends
VOIP support
1+ years of experience in a Helpdesk and/or Support environment
Open Attitude
Strong communication skills (Customer oriented)
Ability to think quickly on your feet and prioritize tickets
Windows proficient
Self-starter that looks for resolutions before they become issue
Understand a cloud managed environment
Recommends solutions to resolve re-occurring issues
Knowledge of Windows 7 and Windows 10
Knowledge of Microsoft Office 2010, 2013, and 2016
Knowledge of mobile device support
Experience imaging and deploying laptops
Experience configuring user accounts in Active Directory
Experience with Remote Control solutions
Valid State Issued ID or Driver’s License
MCP or A+ certification helpful
Providing technical support related to multiple computer systems, networks, telephony and security solutions at the local site
Providing remote technical expertise to Global MPC locations
Providing 2nd & 3rd level desktop, application, server, corporate & wireless networks and telephony support
Administration and support of Active Directory domain
Communicating and co-ordinating systems activities to ensure computer compatibility and cross-departmental information services needs are met
Analysis of customer needs to determine appropriate technical solutions
Delivery of computer applications, hardware platforms, system solutions, networks & security, which are developed, installed and maintained according to IS standards and procedures
Providing Core IT service to Technology teams in all sites, provide them support and take direction from them to understand business needs
Co-ordinating activities with Technicolor IT
Collaborating with Lead Systems Engineers/Administrators on design and deployment of new technology/techniques
Collaborating with Core Engineering on maintaining and developing deployment and configuration management systems for Windows and Mac
Degree or equivalent experience in Computer Information Systems
Recognised certifications (MCP/MCSE)
5 -7 years' experience providing 2nd / 3rd line support within cross–platform environments
Solid experience of implementing and supporting Windows Server 2008/2012, Exchange 2010, Microsoft SQL Server 2012, Active Directory, Microsoft Windows, Microsoft Office and other standard office applications in a business network environment
Experience of Storage Area Networks (Netapp) and Virtualisation (Vmware)
Strong Understanding of networking concepts, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
Building Servers (Dell PowerEdge)
Data Backup and Recovery with Symantec Backup Exec or similar Enterprise Software
Symantec Antivirus or similar Enterprise Software
Scripting knowledge (VB, PowerShell)
Excellent planning, organisational and time management skills with the ability to communicate clearly, concisely and persuasively
Ability to work calmly and efficiently under pressure
Provide level 1 help desk support for all desktop hardware, software and ancillary office equipment including phones, printers, multi-function devices, video conferencing equipment
Participate in a rotational after-hours support schedule
Clearly document all support activities in a ticket tracking database
Post-secondary education in a business- or computer-related field of study preferred
Knowledge and working experience with Microsoft products, (Windows, Office, SQL)
Hands on experience working with MAC OS in a Windows environment
Detail-oriented and committed to seeing things through
Self-starter with the ability to communicate effectively, proactively research and solve problems
Strong interpersonal verbal/written skills
Financial services knowledge
Meet HelpDesk SLA’s set by HelpDesk Manager
Deliver solid customer support including verification and follow through
Possess strong troubleshooting skills
Demonstrate the ability to multitask
Possess well-established knowledge of both Windows and Mac operating systems
Work well in a team environment
Support audio/visual needs in the building
Immerse self into the culture and needs of the ad agency
Provide support to remote offices and users
Track issues escalated for resolution to ensure customer receives a timely response
Demonstrate strong communication skills, including writing skills for ticketing and knowledge bases
Participate in an on-call rotation
Mac OS advanced
Windows XP,7 advanced
1-5 years IT experience
Solid customer support skills
Teamwork skills
Review, troubleshoot and approve operational quality desktops, notebooks, and associated peripherals
Install, maintain and optimize desktop /notebook configurations
Diagnose and resolve product performance problems
Perform maintenance and repair services
Perform troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops / notebooks
Identify potential issues that could adversely impact end user experience and takes corrective action
Ensure customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Provide technical feedback on technical process issues to improve overall service delivery
Provide daily reports to LAN Admin II on current issues
Provide support and troubleshooting for Computer Lab, and Administrative PCs
Resolve network printer problems
Resolve and troubleshoot workstation, network, and internet access problems
Assist students and faculty on the use of installed software applications
Provide support for Network Servers by resolving user access problems on servers
Provide Technical Support for evening classes and activities, which include the following: setup classrooms with needed AV and computer; assist students in accessing and setting up e-mail accounts and on use of various applications, which are installed on DC campus computers; set up student and faculty personal computer equipment (mostly laptops) for accessing DC's network and LCD projectors for presentation purposes
Able to carry loads of 50lbs, including printers and computers, for physical set up
Knowledge of PC computer hardware, including microprocessors and peripherals and computer applications (MS Office or higher) and data communications software
Knowledge of PC computer operating systems Windows 7, and Windows 8
Knowledge of MAC operating systems
Ability to diagnose and troubleshoot technical problems and make repairs
Ability to prioritize and meet deadlines
Some knowledge of and experience with Windows 2008 and 2012 servers, HP printer repair, and audio equipment configuration
College degree (Associates or Bachelor’s) or high school graduate with technical/customer service training and knowledge normally achieved through graduation from a university or specialized trade school program in computer science, information systems or computer-related field
Typically three (3) years of experience performing external client hardware/software support, which must include 3 years’ experience with Intel and Microsoft technologies
Problem-solving skills necessary to resolve normal daily operational challenge
Training skills necessary to educate clients and employees on the use of hardware
Thorough knowledge of: computer hardware, network, peripheral equipment, Windows operating system environment, routine commands and administration activities current IT technologies and supporting best practices for assigned area(s) troubleshooting techniques for service disruptions
Working knowledge of: network configuration concepts and protocols for local area network (LAN) and wide area network (WAN)
Some knowledge of SQL
Provide first level support for all GNS Services
Identify, research, troubleshoot and resolve basic technical issues
Respond to customer requests via telephone calls, emails and ticket system requests
Offer a high level of customer service for users with various degrees of technical proficiency
Document, dispatch and escalate requests to 2nd level support
Monitor targets to ensure that problems are resolved within the SLA guidelines
Send global communications to customers for problems affecting GNS services
Experience as a Technical Support Analyst
Experience writing technical documentation
Proficient in Microsoft Office Suite, specifically MS Excel and MS Access
Experience with Adobe Forms, Adobe Dreamweaver or other HTML editor software
Basic knowledge of PeopleSoft Financials
Basic knowledge of Window 7 OS
5 years work experience in the information technology field related to the position’s role
Customer support experience using Remedy or other call tracking software
Advanced MS Excel skills
Understanding of relational database concepts
Excellent analytical, problem solving and organizational skills
Experience in a Higher Education environment is preferred
Experience in developing test scenarios to ensure quality production support
Perform technical problem diagnosis, resolution, or escalation to an appropriate Tier III group or vendor
Use industry standard tools to manage tickets, install software, and provide remote support
Create positive working relationships with customers and colleagues while assisting them within the existing support guidelines. Demonstrate effective internal and external communication skills
Apply understanding of computer hardware/software to diagnose and implement a course of action to repair or replace failing client based hardware and peripherals
Apply understanding of network concepts and technologies including routers, switches, and wireless access points. Use network analysis tools to monitor WAN/LAN connectivity and provide support for network performance issues
Apply understanding of systems environment to diagnose problems using Event Viewer, performance monitoring, and log file analysis. Complete common system requests such as disk space recovery, file share creation, and file recovery
Apply understanding of MS Exchange to perform troubleshooting and maintenance requests such as message tracking, resource creation, mailbox moves, and public folders using various MS Exchange consoles and methods
Work with other department staff in a technical manner
Acts as a liaison between business users, technical team members, and other support personnel
Make process recommendations and implement process improvements
Understand and correctly apply generally accepted service management concepts including methodologies, frameworks, processes, Key Performance Indicators (KPI), etc
Document routine tasks and desk procedures related to support and train others on them
Apply problem solving skills and utilize documentation libraries, assistance from Sr. analysts, and past tickets/requests
Document all resolution information and associated attachments for future reference
Expected to complete assigned projects within specified deadlines
Expected to work occasional weekends, holidays, and overtime
Possibly work a variety of shifts
Expected to perform on-call duties
Expected to perform other duties as assigned
2 or 4 year degree in an IT related field or equivalent experience
Previous IT experience working in Tier I or Tier II technical support or request fulfillment role
Previous experience with industry standard tools used to manage tickets, install software, and provide remote support to clients, network devices, and server administration
Working knowledge of Windows 7/8/10 configuration and software installation processes
Experience with computer hardware troubleshooting and setup including image deployment and software packaging/deployment
Experience supporting mobile devices including smartphones, tablets, and data devices
Experience supporting network technologies including routers, switches, and wireless access points
Experience supporting server environments including Event Viewer, performance monitoring, NTFS permissions, log file analysis, disk space recovery, and file share creation
Basic understanding of Microsoft Exchange administration and its various consoles
Intermediate level of knowledge with MS Office
Strong verbal and written communication skills that non-technical end users can understand
Experience with Active Directory is required
Experience with RightFax is a plus
Understanding of the Software Development Life Cycle (SDLC) is a plus
Understanding of ITIL principles is a plus
Able to travel by auto and air
Able to lift up to 40 lbs
You are a First, Second, Third or Fourth year student
You possess proven oral and written communications skills and are able to work effectively both individually and with others
Experience with various programming languages
Have previous exposure to all or some of the following technologies: SQL, Databases, Networking, Programming, Web server, and UNIX
Serve as escalation point for more junior team members. Provide guidance to staff on all products and services supported by the department as well as non-routine, complex issues
Typically requires a minimum of 3-5 years' experience in a QA/development role in software, financial or information services
Demonstrated experience in test planning, test design, test strategy, and test execution
Serves as a quality lead for large cross-functional, cross-organizational projects, helping to define the software development processes, and scoping the test requirements. Leads other analyst in gathering test requirements and creating quality test plans for large complex projects
Experience in Agile or Scrum software development methodologies
Knowledge in testing web technologies, services, and physical devices. Understanding of Java technologies, XML, JS, CSS, and HTML
Knowledge in Automation Testing Tools
4+ years of professional experience in Technical Support, serving international customers, supporting complex Applications and/or Products for world-wide customers over voice and e-mail
4+ years of professional experience with Oracle ATG Commerce Applications, in a support, deployment and/or implementation role would be a huge plus
4+ years of professional experience with WebLogic, JBoss, Apache and/or OHS would be another huge plus
Competency with common Java debugging tools
Competency in Enterprise Application architectures and inter-networking concepts
Competency in Networking, Database, firewall, Apache Web Server, and load balancers
Working knowledge of Linux, common commands, and basic shell scripting
Basic technical support activities including Application restart, implementation of change requests [provision new environment and patch existing one, write action plan for complex release deployment and implement it], perform initial troubleshooting, address and resolve Application alerts
Bachelor’s degree in Engineering, Computer Science or related field
Ability to work variable rotating shift which may include weekend shifts and on-call responsibilities
Excellent verbal and written communication skills with fluency in the English language
Ability to work well and communicate effectively with application specialists, developers, designers, technical account managers, product managers, customer support personnel, and customers in a fast-paced environment
Comfortable with daily and frequent direct interaction with customers who are located across the globe
Provide technical triage and utilize troubleshooting skills to either resolve customer issues or quickly identify when to escalate to senior support team
Strong organizational and problem solving skills as well as task execution skills
Ability to take direction and work with a team and within a project plan or SLA to meet deadlines
Communicate incident and task status to team and customers in a timely and professional manner
Ability to work individually and as a strong team member
Handling Support activities for FLEXCUBE Core banking system at customer location within Cairo Egypt
Interpreting reported problem in technical terms and then sharing detailed analysis along with debugs and data conditions with technical team in base location in India for RCA & permanent fixes
Helping coordinate between various teams onsite and offshore and also working with Bank’s IT team to help them test and deploy solutions to address issues permanently
Actively participating in meetings and publishing minutes as well as sharing/presenting the overall progress update and action plan to bank’s senior management (as needed) on a periodic basis
Application support - Working experience in bank IT or core banking application is preferable
Banking/financial domain experience preferably Flexcube or Finacle or any other Core banking and exposure to Support processes
Basic understanding of Oracle database performance monitoring/tuning, interpreting AWR reports, initial analysis & identifying problem areas
Must have good experience in Oracle PL/SQL with basic exposure on J2EE
Must be willing to work for core banking support project for banks in Egypt
Ability for Issue analysis, basic triaging, debugging skills, identifying problem areas, resolve known problems
Knowledge of application servers WebLogic, WebSphere, deployment details
Familiarity of Java application environment, java script
Fluent in English and should be able to work in a team of multi country professionals working in Egypt and India with good customer handling skills
Should be able to manage amicable working relationship customer teams as well as senior management of these customers
Dynamic individual ready to work in challenging atmosphere with flexible working hours and can stretch on need basis
· Available for varied hours/shifts in 24-hour /365 days year setting
· Technical proficiency preferred: SQL, database experience
· Prior working knowledge of Oracle MICROS Hotel PMS/POS is a plus
Installs software and peripherals and troubleshoots hardware, software and networking problems
Maintains an adequate spare parts inventory of systems, subsystems, and component parts used in repair work
Knowledge of operating systems related to personal computer systems and peripherals, video systems, telephone systems, network servers and internal wiring
Strong computer skills in order to operate effectively with company systems and programs
Ability to prioritize work load and consistently meet deadlines
Strong organizational skills; attention to detail
Diagnose, troubleshoot and repair technology related problems for users with diverse levels of IT familiarity
Ensure a secure stable computing environment by proactively updating, monitoring and maintaining systems
Support Microsoft Windows and iOS operating systems
Provide support for all office productivity applications including Microsoft Office (Access, Word, Excel, PowerPoint, Exchange, Outlook), SharePoint, Morningstar Direct, FactSet and Code:Red
Support the security provisioning and de-provisioning process for new hires, existing employees, and departures
Purchase, maintenance and repair of departmental laptops, mobile phones, tablets, Bloomberg terminals and printers
Maintain systems inventory and printer consumables
Maintain documentation on team SharePoint site
Installation and configuration of all new computer systems, printers, scanners, tablets, mobile devices (iPhones, iPads), A/V equipment, binding machine and other computing related devices
Configuration and monitoring of back-up software on all desktop-computing systems
Support remote access needs for staff and contractors; provide mobile device management support within PRINCO
Keep abreast of new technologies including computer software, hardware, smart phones and peripheral devices; leverages technology to provide strategic and innovative solutions for business needs
Facilitate and support the use of technology and video conferencing in meeting rooms
Primary liaison with Telephone Services and responsible for supporting both desk, conference and mobile phones
Act as a liaison to OIT for technical issues, and attend monthly SCAD/DCS meetings, training and participate in other related forums
Ensures there is 24/7/365 support to the University cable plant (copper and Fiber)
Enters cable and infrastructure data into databases
Ensures the accuracy of data, analyzes conflicting data, and verifies/collects missing information
Monitors and responds to fiber work order queues
Provides mentoring and supervision to level 1 and 2 copper and fiber technicians
Determines materials for jobs
Performs quality inspections of work
Must be able to perform the duties of a Fiber and Copper Technician 2
Use fiber optic and copper test equipment
Reviewing Remedy and JIRA tickets created and ensure issues are properly addressed. Monitoring and reporting status of tickets to respective internal/external customers and interested parties
Analyzing, investigating, and identifying root cause of complex customer issues, and communicate findings to appropriate group for resolution. Resolving issues that do not require escalation
Strictly following ShopperTrak’s change control process
24/7 on call duty in case of emergencies, based on rotating shifts
Responding to alerts promptly and escalate issues when necessary
Working off-hours periodically to accommodate maintenance/downtime windows
Creating and updating How-To documents and procedures for troubleshooting and system management
Being responsible for all internal/external facing extract distribution and maintenance
Providing low-to-moderate level internal and/or customer network support
Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas
Performing miscellaneous job-related duties and projects as assigned
Provide courteous, efficient, and professional technical support over the phone and email. With continued follow up until resolution or insure proper escalation procedures are followed for unresolved issues
Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues
Validate, document and escalate design, reliability and maintenance problems or bugs
Build and maintains appropriate test environments
Prepare for and support new products within technical area - may include product install and documentation review
Occasional weekend duties may be required
Customer Facing Technical Support Experience
Familiarity with SQL & RDBMS software such as Oracle, PostgreSQL, MS SQL Server
Experience with UNIX and Windows Systems Administration
Familiarity with Control-M Workload Automation
Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat
Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
Revision of technical documentation and specifications as part of troubleshooting process
T-SQL scripting to query and update database contents
Reading / interpretation of Java code as part of investigation
Remote connection to customer systems using WebEx and similar technologies
Spotting of trends across regions and client base and feeding back observations and assessment into Postilion’s management team
Working with international customers across time zones
1 years+ relevant university or technikon qualification
Support Evening Shift Production
Plant System Support and Maintenance
Resolve Problem and Service Tickets
Responsible for Technical Planning, Evaluation, Implementation, and Documentation
Knowledge of Server Administration
Build and Deploy PCs and Related Hardware
Install and Troubleshoot Software Package
Provide Technical Support and Guidance to End Users
Perform PC Maintenance, Repair, and Upgrades
Perform other Duties as Assigned
1-3 years of Relevant Experience
Must have a working knowledge and understanding of Windows networking and operating systems including web protocols, WINS, DNS, DHCP, TCP/IP, AD, and replication
Excellent Customer Service Skills and a Team Approach
Ability and willingness to work occasional off hours and weekends
Must be self motivated and self starter with the ability to lead others as well as work with minimal or no supervision; able to work with others in high pressure situations to solve problems
Working knowledge of PC and printer support
Must be familiar with Windows 7 operating system
Ability to diagnose and replace PC components
Ability to diagnose common printer errors
Ability to prioritize tasks with strong organizational skills
Must be able to work evening shift hours
Ability to lift 40 lbs
Provide high-quality technical support for all desktop and laptop hardware, software and ancillary office equipment including phones, printers, multi-function devices and video conferencing equipment
Practice exceptional customer service and ownership over a broad range of support issues
Working within our internal task systems, clearly document all support activities in a ticket tracking database
The ideal candidate will have a High school diploma or equivalent
Previous experience with formal testing of software applications
Working understanding of administration of Team Foundation Server (TFS)
Previous experience of working on a software help desk
Experience of working within Service Level Agreements (SLA)
Receiving, analysing and managing customer support incidents
Carrying out 1st line diagnostics on customer support incidents, and where possible providing assistance with 2nd line support
Ownership of assigned support incidents to be managed through to conclusion within the assigned customer’s SLA’s
Monitoring support call resolutions with line manager and project development teams
Collation and checking monthly performance reporting against agreed SLAs
Provide assistance with appropriate product testing
Forming working relationships with both internal and external customers
Maintaining support documentation
Providing support for all end user hardware and software including the operating systems, office applications, various custom applications, printers, etc
Provide timely resolution of system/application problems as dispatched by the help desk through problem determination, ownership, root cause, problem logging and follow through to completion
Implement hot fixes, patches, updates (obtaining support from more senior Helpdesk staff, as needed)
Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Certification, college degree or BA in Computer Technology or equivalent training
1-2 years experience in call center or computer customer service
Hands-on experience in the troubleshooting and break/fix of this equipment
Knowledge and experience on call center management system
Knowledge of Windows XP/VISTA/2000 and LAN/WAN environment
Familiarity with MS Office Suite, Blackberry, and MS Outlook
Advanced knowledge of industry standard hardware/software
Hands-on experience in troubleshooting and break/fix of applications and/or hardware
Technical support for a software application
Operating in an enterprise level environment
Training clients on internal applications and products
Working to improve training for internal applications and products
Troubleshooting product issues with clients via phone and online chat
BA or BS degree Preferred (or level of experience)
Minimum 3-5 years experience with software support
Ability to adapt to proprietary software/technology
Provides telephone or electronic 1st level technical support issues including Windows applications, electronic mail, internal applications & databases, security issues, and desktop hardware/software
Troubleshoots problems using desktop remote control products where possible and documents all services provided
Interacts with business customers of a variety of services with a high degree of tact and diplomacy to promote a positive image of the IT support center
Provide local and remote support t UnitedHealth Groups computer user community and Call Center related telephony problems. Including configurations/upgrade assistance
Work with Call Center, Network, and Desktop engineering teams to resolve complex issues
Verify/update central asset inventory database
Asset Management processes associated with upgrades to existing equipment and/or purchases resulting from a service/repair request. This process includes verifying and updating the central asset inventory database
Process of installing a device including all hardware and software, as well as any associated integration with existing network and software infrastructure
Physical relocation of hardware and/or any hardware or software installation, upgrade, or update
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or abilities required
Work does usually require established procedures
Log all incoming enquiries onto ticketing system
Analyze enquiries submitted by employees via ticketing channels (web, email or phone) and respond in a timely manner
Focus on First time resolution
Required to provide regular updates on progress to requestor, via communication tools
Follow Escalation Matrix
Ensure achievement of service level agreements (SLA’s)
Update and maintenance of Knowledge Base tool
Maintain a high level of written and verbal communication
Focus on Customer Satisfaction and Advocacy
Provide technical support on the business applications and aim towards employee satisfaction and resolution
Should be able to managed shift without Supervision
5+ years Knowledge/experience with layer3 IP Routing and layer2 switching
We are looking for a minimum of two years prior working experience with Oracle products (or at least three years related experience without Oracle products)
Prior to consideration for this position, Oracle Corporation requires candidates to register for their respective targeted position at
IT call center support experience
Experience of troubleshooting Windows operating system for PC's/Laptops
Assertive, strong interpersonal skills- displays leadership and confidence
Testing and ongoing technical troubleshooting as well as some project management and oversight responsibilities
Uses product knowledge, technical expertise, and business knowledge in revenue cycle management processes to provide an appropriate strategic vision for decision-making, triaging and escalation process
Some on-call duties may be required
Superior interpersonal communication skills, flexibility, responsiveness, comprehension and retention
Broad communication/networking familiarity
Knowledge of ANSI X12 specifications
Knowledge of HL7 transaction formats
Experience supporting with multiple HIS software products
Create, edit, and remove access to several Expedia tools and applications
Ensure that requests are complete and that all required approvals have been received and logged as per documented process
Document account provisioning activities, which include ticketing tools and logging provisioning events
Make updates in Active Directory and Exchange mailboxes
Add, remove and modify membership to security groups in multiple domains
Act as a Subject Matter Expert (SME) for a given subset of tools, including ownership of the documentation and expertise on the workflow for those applications/tools
Identification of at-risk accounts and mitigation for segregations of duties, inappropriate approvals and access levels and proposing improvement areas for process gaps
Provide excellent customer service to the end users and managers that will be requesting access
Respond to escalated requests within the established SLA
Help to identify the needs of the customer and troubleshoot issues if incomplete requests are received
Adhere to security and audit requirements in the course of daily tasks
Must be fluent in English – both written and verbal
Detail Oriented, organized, and an ability to multi-task
Excellent customer service skills (customer focused)
Ability to work in a team environment (team player)
Experience working within a ticketing tool (i.e. Service Now, Remedy, etc.)
Knowledge of the Windows OS Enterprise environment, specifically Windows 7 and XP (MAC experience a plus)
Familiarity with Active Directory and Exchange consoles
Ability to follow established processes and identify/propose areas of improvement
Must have excellent Problem solving skills and ability to work independently
Working knowledge of basic office programs (excel, word, outlook)
A+ certification, Active Directory Management certification or other Information Systems classes/programs preferred
Work Experience and Education Guidelines
High School diploma or equivalent required; Bachelor’s or associate’s degree preferred
1-2 years of experience in Customer Service required
1 year prior work experience in IT Support (Help desk, tech services, etc.) or IT Security
Bachelor’s degree or equivalent experience is required. Master’s degree is preferred. A concentration in Information Systems, Computer Science or Technology is preferred
Minimum 2 years of business process and systems analysis experience is required
Experience and background with Electronic Medical Records (EMR) systems, Health Benefit/Claims experience, and governance best practices as it relates to the handling and management of personal health information (PHI)
Experience working independently and as part of a collaborative team
Experience in self-managing work plans and work assignments
Experience with presenting and communicating complex concepts and issues to non-technology stakeholders
Exposure to SDLC methodologies such as Waterfall or Agile
Demonstrated computer technology knowledge coupled with the ability to keep abreast of technology changes is required
Ability to collaborate with others is required
Excellent written, verbal and interpersonal communication skills are required
Familiarity with Salesforce CRM or other CRM products and Help Desk Software such as Salesforce Service Cloud, ZenDesk, etc. is preferred
CCBA or CBAP certification from IIBA is preferred
Knowledge of project management and PMI standards is preferred
Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
Work closely with operational teams to design and develop business processes that can be supported by the EMR technology solution(s)
Attends meetings at a regularly schedules intervals with business leadership to review system usage, needs and issues
Supports YUSA application configuration of the systems(?) over all including: user access creation and maintenance, program data capture UI templates, program scheduling UI templates, table builds, locations, providers, insurances, other third party payors, participants, visit types and fee schedules
Assists with the creation and maintenance of training materials and assists with the program training delivery
Assists with the development of reports as directed by the business needs working with Y-USA IT and vendor account manager
Administers ongoing support processes; coordinates with Y-USA Level 1 support and vendor help desk as needed
Supports application version and feature release testing and deployment
Assists with ongoing system enhancements and upgrades to support ongoing program rollouts
Provide line/desk side incident, problem and request management support in accordance with documented processes
Provide full resolution to all escalated MSO Support Desk tickets and associated customer expectation management
Adhere to all IT and MSO support practices
Performs other duties as assigned by the Senior Director, Strategic IT Projects
Providing end-user support of local and remote client computers, printers, telephones, mobile devices, other approved devices and their related software/configurations
Facilitating problem solving and collaboration with various technical teams including managed service providers and vendors
Participate in group wide discussions and assisting with the decision making process to bring issues to closure
Produce well-written technical and business documentation, such as knowledge-based articles and standard operating procedures
Providing technical support in a Windows and Mac environment
Participating in project implementation, occasionally leading moves, upgrades, and migrations
Proactive in identifying process improvements within the ITIL, Agile and Waterfall methodology
Monitoring individual metrics to manage adherence to defined KPIs and ticket governance
Providing timely follow-up to users and management on all support issues encompassing all phases of end user support
Soliciting feedback from the business lines and individual users in order to improve service levels and customer satisfaction
Reporting on root-cause analysis where there have been significant problems - explaining what happened, why and what preventative measures have been put in place to avoid a repeat
Providing Smart Hands support and vendor escorts for as required
5 years’ experience working on Server, Desktop and\or Help Desk support
ITIL Foundation certification high desirable
Represent BlackBerry and providing advanced technical solutions, advice and guidance by telephone, email and/or in person
Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis
Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered
Partnering with Development Support / Senior Analysts / Support Account Managers to provide the best support for Premier customers
Researching and authoring technical articles for submission to the Technical Knowledge Centre
Keeping the customer updated on the status of reported problems, as well as keeping the ticket tracking system updated with current information on the case, recommendation and resolution
Demonstrate customer focus and empathy
Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness
Facilitated resolution of complex technical issues in all areas of assigned BlackBerry products by collecting the necessary documentation or recreating issue in house
Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases
Intermediate knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7/8, Lotus Domino Server and/or Microsoft Exchange Server 2010/2013 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook
Excellent customer service skills and a passion for assisting others
Must be capable of working effectively at a technical level with partners and customers and carry out proven application of sound troubleshooting strategy
Demonstrate ability to track and manage issues until they are fully resolved
2+ years of experience with PC operating systems including Windows 7, 2000 and XP
2+ years of experience in a Customer Service role
2+ years of Technology Support experience
Experience with Microsoft Outlook, Word, and Excel including creating spreadsheets, manipulating data, filtering
Bachelor’s Degree or higher preferred
Knowledge t-sql script language and administration SQL-server
Experience in network administration
Experience in different script languages for example Python, bash or VB
Day shift and weekend work (likely one shift each weekend unless they want to work both Saturday and Sunday)
German language (Will directly work with clients)
Java experience - useful for problem analysis when reading and understanding the source code from our application
Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support
Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities.
Installation, configuration, and support of local and LAN printers
Ability to effectively perform issue isolation and resolution in order to minimize downtime
Works with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provides technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Acts as first point of contact to end-users
Applies general knowledge of hardware, custom and third party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues
Works with Tech Services Supervisor in logging all calls in the Help Desk database. Escalates urgent problems for resolution to Supervisor or Management and documents resolution to reported problems. Utilizes knowledge bases and documentation to debug issues
Works with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority and impact) for the Help Desk
Works with remote end users to debug issues and provides solutions or escalate issues as determined necessary
Works with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues. Tracks escalated workflow
Works with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level
Set’s up new hires in a timely fashion and removes access from terminated associates
Performs other duties as assigned by management
Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling , repetitive motions, talking and hearing
Visual requirement is for close vision, distance, vision, peripheral vision and ability to adjust focus
Associate is frequently required to stand, walk (or otherwise be mobile)
Responsible for all maintenance and troubleshooting of all AV and technology in the Briefing Center
Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire briefing center team – plan and prioritize all technical functions of the Briefing Center
Diverse knowledge in supporting mobile devices such as Tablets and Smartphones
Knowledge supporting Apple Macs
Project and/or program management experience
Demonstrated ability to work in a fast-paced work environment, sometimes under pressure
Enthusiasm for learning and willingness to go above and beyond
Support Windows 7; Peregrine tickets; HP Service Manager
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities - Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Ability to read and comprehend specialized technical documentation, as required
Ability to perform light manual labor, i.e. lifting monitors or PC's
Ability to handle multiple concurrent calls/tasks in a fast paced environment
A passion for Customer Success!
Good communication and articulation skills
An understanding or experience of an industry standard RDBMS (Oracle / SQL Server/ DB2/Teradata/Netezza etc)
An understanding of network technology
LDAP Servers – Active Directory, Tivoli and Sun Java
Experience with Application Servers (IBM Websphere, Bea Weblogic, Tomcat)
Experience with HTML and XML
Experience with Windows OS and at least 1 UNIX flavor (SunOS, IBM AIX, HPUX)
Troubleshooting skills with the likes of truss, dbx/adb
Ability to install and configure applications on UNIX environments
OS - AIX, Solaris, HP, Windows
Should be willing to work in shifts
Long term commitment to Pune location is must
Should have strong desire to seek long term career in Customer Support field
Provide support in a Windows Vista and 7 environments
Ensure the proper day-to-day operation of internal technology applications and equipment
Provide a high level of business support / technical assistance to Moody's associates both local and remote. Support includes, but not limited to laptops, desktops, network printers, mobile devices, Microsoft office suite software, VPN, video conference system and various proprietary applications
Successfully troubleshoot issues both independently and in collaboration with all available resources
Coordinate support and requests with other support levels and vendors
Ensure that end to end SLAs are arranged and carried out
Effective ongoing communication with the internal and external stakeholders to advance operations support service and overall service delivery
Oversee and manage IT support-related projects
Perform updates, repairs, upgrades, backups and other maintenance tasks
Manage the help desk system and supervise ticket activity, focusing on root cause resolution and potential issue avoidance
Provide timely follow-up to users and management on all support issues by ensuring that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved
Highly flexible and committed to personal goals and directions agreed on with IT and business management
Report on root cause analysis where there have been significant problems - explaining what happened, why and what preventative measures have been put in place to avoid a repeat
Resolve technical issues and answer queries surrounding computer hardware, software, network, and telecommunications systems that originate by telephone, voice mail, or e-mail
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
Follow documented processes and escalate issues as needed
Oversee the daily performance of computer systems
Assist with hardware and software upgrades
Limited maintenance of end user accounts, permissions, and access rights
Associate's degree in the field of computer science or 1-2 years equivalent work experience
Certifications in A+, Network+, and/or MCDST highly desired
Working technical knowledge of PC operating systems, including Microsoft Windows XP and Microsoft Windows 7
Support experience with Microsoft Office 2003 & 2007, Internet Explorer 7 & 8, and Outlook Web Access (OWA)
Working technical knowledge of current network protocols and standards, including TCP/IP, HTTP, FTP, DNS, and DHCP
Hands-on hardware troubleshooting experience
Good understanding of the organization's goals and objectives
Ability to conduct research into networking issues and products as required
Highly self motivated and multi-task oriented
Proven analytical and problem-solving abilities
Internship in IT or 1-3 years of experience as a Technical Support Analyst
High Analytical and problem-solving skills
Ability to work under stress
Bilingualism in English and French (oral and written)
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone
Utilize between call time to process USC customer escalations and USC Web Portal tickets
Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool
Escalate high priority, high impact issues to the USC's internal support teams
Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time
Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems
Process simple to complex multi platform, multi environment batch testing for CQA, UAT and others
Work does require using established procedures
Works independently.&#96
Technical Degree (or higher) OR High School Diploma/GED with 1+ years experience in a Batch Support Role
Working knowledge of TWS Batch Scheduling application
Working knowledge using Oracle Commands
Experience using Oracle commands
Experience using IBM Mainframe
Experience with Windows platforms
Must have a Bachelor's degree in Computer Science, Computer Engineering, MIS or a related field
Previous software developer experience is preferred (may be in the form of an internship)
Strong problem-solving and object-oriented development skills, a winning attitude, and a passion for software development are also required
Strong understanding of USPS guidelines as it pertains to café sheet, address validation, NCOA, and presort requirements
Lean/CI, process analysis/improvement
Strong understanding of conditional logic, scripting, and basic programming and languages (C#, C++, BASH, JavaScript, and/or T-SQL)
Windows and Unix System Administration experience is preferred
Pitney Bowes Spectrum and MailStream Plus or other mail processing software
PC Proficiency required
Microsoft Office Suite (Outlook, Lync, Word, Excel, PowerPoint, Visio)
Advanced understanding of Merge Purge and other complex data services using Pitney Bowes technology
Excellent English communication & presentation skills - verbal and written
Phone support for computer hardware problems, software issues and connectivity issues
Project work related to providing high level support for customers and to reduce end user downtime
Completes administrative tasks such as hardware inventory, shipping, testing and minor break/fix of hardware
Works independently or as a team member on new applications, processes or projects
Demonstrates problem solving by using a combination of troubleshooting tools, experience and creativity to manage customer technical issues through to resolution
Produces and shares well-written communications and documentation
Quickly adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities and change
Prioritizes tasks, managing project responsibilities, balancing phone and project work to meet deadlines
4 years of experience in information systems, preferably in a technology environment to include
Purpose of Position
Measurable differences in warranty expense
Number of calls to our Technical Support line
Sales dollars. If the product is not performing well, sales will be impacted
Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder Root and Red Jacket products. With a focus on basic electronic principals, mechanical pumps, installation of equipment and regulatory driven products and services
Support Field Service organization relative to application and design issues. Troubleshoot and understand basic functionality of all Service Station Equipment such as Point of Sale, Dispensers, Pumps, and Tank Gauging
Read electronic schematics and troubleshoot to isolate defective equipment by analyzing diagnostic information in order to determine cause of failure
Fluent in troubleshooting devices such as Ohm Meter, Pressure Gauge and Vacuum Gauge
Troubleshoot factory and field hardware. Participate in Internal escalation process that will assist in reducing warranty incident rates, and improving external quality
Relate information learned from field troubleshooting to engineering such as software bugs, hardware findings
Must be familiar with modem, TCP/IP communications compatibility and understand basic RS232 protocols
2-year technical degree (preferred electronics) plus at least three years’ experience in Service or Engineering fields highly desired. Years of experience in Service or Engineering in a related field may be a reasonable substitute for the 4-year technical degree
A minimum of 1 year experience performing technical services for retail and commercial petroleum customers preferred
Veeder-Root Environmental and Business Solution Products
Red Jacket Submersible Pump systems
Gilbarco and Dresser Wayne Dispensing Systems
Underground Vapor Control and Pressure Management Systems
Office automation computer skills, such as Word, Excel, MS-Access, E-Mail, and Windows required
Excellent written and oral communication skills required. Call Center experience preferred
Must be able to interpret engineering drawings, schematics and specifications
Knowledge of production practices and test procedures required
Answer and resolve Initial Customer Support Calls and Emails
Document issues
Create and Process RMA’s
Install and configure applications and workstations
Provide application training
Update database
Analyzing application reports
Generate system reports
Two year Associates degree/Technical diploma from an accredited institution OR a High School diploma/GED and a minimum of two (2) years of customer-facing technical support experience
Experience with Windows-based operating system and application troubleshooting
B.S. Degree in Computer Science or higher from an accredited university
Experience with technical support
Minimum of three or more (3+) years of experience providing customer-facing technical support
Minimum of two or more (2+) years of experience working with Microsoft Windows Operating Systems
Ability to provide Support and troubleshooting in the following areas: Desktop, Software, Hardware, Windows/Linux Operating Systems, Network
Basic knowledge of databases, SQL
For any areas in which the candidate does not possess knowledge, the candidate will need to learn these areas on the job
Candidates must have excellent verbal and written English communication skills, other language abilities are a plus
Candidates must have excellent troubleshooting skills and problem solving resourcefulness
3M Global Terms of Use and Privacy Statement
Provides technical support to company customers, field engineers and technicians who are diagnosing, repairing and debugging complex computer systems, complex software and networked or wireless systems. Isolates or fixes problems in malfunctioning equipment or software
Provides support to customer/users where the product is highly technical or sophisticated in nature. Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security
Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems. Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation
Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner
Strong Portuguese skills preferred
The primary focus of this position is to provide system and operations analysis, administration, and support for HCH Radiation Oncology systems. This will include, but is not limited to, administration and support of Radiation Oncology applications, Radiation Oncology workstation and desktop systems, mobile clients, and general clinical system administration, analysis, and support. The position will also assist the Radiation Oncology Senior System Administrator with server, storage, and backup system administration
Provides support to and receives direction from Senior Systems Administrators and Radiation Oncology leadership on projects and task assignments
Installs new software releases and system upgrades
Assists with evaluation and installs patches and resolves software related problems for servers and related systems
Assists with installation of hardware and software under the direction of senior system administrators and departmental leadership
Manage, coordinate, and follow up with customers, internal staff, and vendors as required
Monitor system performance, security, and logs
Provide other support, as needed
Responsible for interpreting the technical issues and recommending best practices based on their deep knowledge of IT/AV infrastructures
Point person for integration and implementation of new AV and all technical tools/resources within the Innovation Center. Responsible for set up and tear down of Innovation Center AV / technical equipment prior to and after engagements. Track and maintain updates and version changes to all AV and content management systems, as well as keep records of all equipment in the Centre and Centre experiences
Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire Innovation & Strategic Partnerships team – plan and prioritize all technical functions of the Innovation Center, Meeting Rooms and demos / experiences
Work closely with other departments and vendors that support engagement operations (Facilities, IT, Security, outside vendors). Manage all supporting outside technical services to the Innovation Centre (AV partners, software partners, equipment partners etc). This includes liaising with the Helios team regarding our main Prysm screen, whom are based in the US
Ensure the Innovation Centre meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience
Assist with the A/V logistics for the Innovation Center buildouts in other locations (locations / timeframes TBC)
4 years + of relevant professional experience preferred
Diverse advanced knowledge of IT infrastructures and AV equipment
Knowledge supporting Apple Macs and PCs
Attention to detail in all areas, with the ability to keep good logs, records and tracking of tasks and equipment logs
Ability to manage partners and suppliers
Background in education and/or education technology
Understanding of relationships between various systems
Understand end-to-end business processes
Manage multiple priorities in a dynamic and demanding environment
Work both independently and as part of a team
Learn quickly and work within tight deadlines
A self-starter who takes personal initiative and willingly assumes responsibility and ownership
Must be flexible, able to work in a global, fast-paced, dynamic environment and operate with limited direction
Well organized with strong analytic skills; drives to see things through to completion
Ability to build and maintain strong relationships with stakeholders including business teams, technical teams, leadership and partners
Interact with Product Development and Business organizations as needed
Directly or through others, provide production support for implemented applications, including but not limited to - - identify, report, test and resolve bugs and other issues as needed
Support system enhancements as needed, including but not limited to - - identifying business process flows/maps, business requirements definition, technical solution identification, functional and user acceptance testing and project management
A positive attitude and the desire to learn new products and skills
Experience with MS Office Suite, Projects, Visio
Experience using support tools to track issues and enhancements
Application Express experience preferred
Basic understanding of Oracle products
Diagnose and resolve issues associated with end user based application software and operating systems
Contribute to project teams in the improvement of current BIS services and development and delivery of new BIS services
Maintain the IT infrastructure to a high professional standard thereby maximizing the productivity of employees whilst supporting the business plans
Experience of working with the following technologies: Windows 7, MS Exchange, Office 365, mobile technology, printer technology, DNS, DHCP, switches and routers
Experience of installing and supporting PC, laptop, tablet and mobile hardware and software including supporting desk moves/new work place setups
Experience of diagnosing and resolving end user issues around application software and operating systems
Working knowledge of desktop, laptop, server and printer computer hardware dependencies
Working knowledge of relationships between networks, phones, mobile devices, PC operation systems, databases and applications
Experience of technical implementations with a strong understanding of Microsoft and networking technologies
Possess all requisite knowledge, skills, and abilities as posted in the supplemental section
Demonstrate critical thinking and reasoning skills
Write and communicate clearly and concisely
Demonstrate exemplary customer service skills
Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution
Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation
Ability to project an image of competence, efficiency and professionalism at all times
Strong knowledge of PC applications and operating system software is required
Experience with remote tools for PC platforms
Working knowledge of basic network connectivity concepts for both wired and wireless environments is required
Previous IT experience
Understanding of desktop technology
Strong knowledge of Windows and Macintosh operating systems is preferred
5+ years of experience with PC operating systems including Windows 7 or XP
3+ years of experience in a customer service role
Experience with Microsoft Office (including Word, Excel and PowerPoint)
Master's Degree (or higher)
Information Technology Certifications
Computing Technology Industry Association A+ Certification
Technical Account Management
Single point of accountability and centralized management of all technical issues and resources on a global basis
Proactive Systems Management for solution optimization
Proactive and Automated Systems Monitoring for critical and mission impacting technical issues
24X7 critical alert engagement using mobile devices as link to alert notification solution
Formalized Change Control process
Prioritize On-site Dispatch and Service Level Objectives
Automated and Consultative System Updates
Product Enhancement reviews and consultation
Conduct regular Business Performance Reviews
Perform Solution Optimization and Best Practices consultation
Provide user and administration training to help customers manage the cost recovery solution
Project manager for every solution deployment for all managed accounts
To Major Accounts clients to conduct program initiative
To clients to perform troubleshooting or solution deployment as needed
Must be Fluent in Japanese and English
Solid technical skills and expertise with the ability to provide technical support
Exceptional technical consultation skills with a strong solutions orientation
Strong and effective English language communication skills: verbal, listening, written and presentation
Exceptional customer service skills with effective follow-through
The ability to work effectively at all levels of an organization
Strong organizational, planning and time management skills
Willingness to own problems and see them to completion
Technical certifications and advanced working knowledge in Microsoft Operating systems and networking, including remote software deployment and management
Experience in Call Center / Help Desk or equivalent technical environments
Strong understanding of the Printing Process in Enterprise environments
Microsoft SQL experience highly desired
Working knowledge of Document Management Systems
MCTS/Microsoft Certified Technology Specialist (or MCP equivalent)
Self driven individual
Diagnoses, analyzes and resolves issues for customer(s) across Brunswick domains
Configure advance system settings and application software at multiple workstations
Evaluate and make recommendations to management regarding equipment, tools, and software under consideration for purchasing
Maintain an up-to-date technical and practical knowledge and understanding of hardware and software support and analysis
Manages the implementation of system changes as it relates to PC hardware and software
Develop software or virtualized installation packages for network deployment to Enterprise customers via System Center 2012 Configuration Manager
Develop, manage, and support PC images in accordance with company standards
Assists in managing automated deployment software, including creating collections, deploying software, and managing devices
Responds to and resolves 2nd level technical end user service and support requests utilizing the current Service Management software
Participates as a technical resource on various projects and assignments while maintaining current core function duties
Coordinates communication with the user community regarding upgrades and changes to the desktop environment (e.g., determines appropriate method of communication, drafts communication message, etc.)
Works with the information security team to adhere to systems security specifications
Bachelor's degree in Information Systems, Computer Science, or comparable program is preferred
5+ years of work experience required providing technical support in a PC support environment (Microsoft Windows OS multiple versions, Office Pro, Visio, & Project, etc.)
5+ years desktop management experience within a large enterprise network
Conduct system maintenance and monitoring to ensure adherence to contracted service level agreements as well as ensure compliance with industry standards and best practices
Respond to situations where level one support has been unable to isolate or fix problems in malfunctioning equipment or software
Bachelor Degree or equivalent education/experience
2-4 years working in IT industry or equivalent
Working knowledge of Linux Operating Systems
Ability to analyze problems and determine possible solutions
Analytical skills to research and correlate information from disparate sources to formulate findings and root cause of reported issues
Experience with Bash, Perl
Knowledge of Telephony/SIP is beneficial
Ability to communicate technical subjects with technical and non-technical employees
Strong communication and interpersonal skills, particularly the ability to quickly establish productive relationships with other key technical and business team representatives throughout CSG
Ability to support 24x7 on call rotation
Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment
Ability to recognize areas in need of improvement and communicate requirements
Provide client support and technical issue resolution via email, phone and other electronic medium
Monitoring, troubleshooting and maintenance of the operating system and system software products in support of business processing requirements
Provide local and remote system support and server administration to Linux Servers (SuSE, Red Hat) and some Microsoft OS environments including basic system administration and storage management functions
Perform basic administration and troubleshooting various components including server hardware and backups
1 year supporting MS word and Excel, plus if they have experience with all MS Suites
Aptitude to learn new proprietary applications
Customer Service Experience
Working knowledge of Microsoft Windows operating systems (7 & 10) environment (Windows architecture to registry level)
Knowledge and experience of laptop, desktop and printer hardware fundamentals
Working knowledge troubleshooting of Microsoft Office products
Deployment and troubleshooting knowledge of Apple operating systems
Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support
Must work well under high volumes of work
Must be a self-motivated candidate who can keep focused with minimal supervision
Must be a resourceful team player and ready to reach out to others for assistance
Must pass federal background screening
Associate's Degree (or higher) or High School Diploma/GED with 5+ years of experience in a technical support environment
2+ years of experience with PC operating systems including Windows NT, 7, 8, 2000 or XP
1+ years of experience in a customer service or customer facing role
2+ years of years of Technology Support experience
Experience with Microsoft Office support (Word, Excel, and PowerPoint)
Knowledge or basic computer hardware (PCs, printers, RAM, monitors, etc.)
Information Technology Certifications (A+, Network+, or any MS desktop server certs)
Administers Company standards and policies with respect to the implementation and operation of the technical environment or infrastructure
Provides event support working in conjunction with event staff, event directors, and internal IT staff
Backs up other team members during days off, vacations, etc
Travel to other offices or sites as determined by assigned area or in projects
Responsible for root cause analysis on tickets that failed SLA or process
Maintains files for failed SLA tracking and improvement purpose
Keeps constant communication with the team management and third party suppliers
Capacity to coordinate meetings with the third party suppliers and present data, capacity to analyze data and reports
Identify top drivers impacting the team BAU activities
Would act as an escalation point of contact for third party suppliers
Analyze the failing trends and drive advice for improvement
Technical University Degree
Fluency in English
Responsible for coordinating workload for the L1 agents, reporting on daily/weekly/monthly performance stats
Maintains files for production performance and any other necessary metrics
Responsible for identifying and reporting operational challenges
Keeps constant communication with the team management and act as an escalation point of contact
Capacity to analyze data and reports, to coordinate meetings with the customer and explain data
Driving the efficiency and effectiveness of the ticket queue management
Analyze the ticket flow to track and drive advice for improvement
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment
Prior experience prividing 1st/ 2nd line application support
Fluent Italian and English communication skills
You will be a natural problem solver
Willingness to live in and work in Prague
Making initial contact with the customer who logged the issue to understand, gather information and try to understand the issue
Managing a range of technical cases at any one time at all different complexities
Interpreting, debugging application code and isolating issues
Guiding, advising and coaching other team members and our customers on problem resolution
Reporting issues and recommending process improvements
Providing coaching and support to other analysts within the team on product and technical issues
Using a range of technology such as MSSQL, Microsoft server tools, Sales Force and possibly our own programming language
Provide expert-level technical support via phone and email to Salesforce Marketing Cloud customers
Track and maintain all customer communications and case documentation in salesforce.com
Manage support cases on a daily basis, including transfers from other regions
Respond to customer-reported issues in a timely manner per service level agreements
Communicate progress of resolution/status in a timely fashion per service level agreements
Manage escalations and expectations for both the customer and internal staff
Follow established support processes and procedures
Customer centric attitude in everything you do
Action oriented with strong organisational, analytical and problem solving skills
Highly adaptable, fast learner
Technical aptitude in support of learning Salesforce Marketing Cloud application and solutions
Dependable, motivated, self-starter, with the ability to work independently
Experience in reading and writing SQL
Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
Perform efficient incident management, while maintaining metric quotas
Understand and assess customer-reported issues to determine prioritization
Serve as an internal knowledge resource for other members of the Taleo team
Utilize knowledge of technologies to make solution recommendations
Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
Act as liaison between customers, R&D, Production, Consultants, and QA, etc
Manage and ensure documentation of assigned incidents, including internal and external communications
Learn, understand, maintain and contribute to internal support processes
Maintain strong adherence to Service Level Agreements
At least 2 years experience in a support position
Experience with SQL and Oracle databases
Strong technical problem solving skills, with an ability to troubleshoot complex application issues
Exceptional research skills and resourcefulness
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling
Multi-lingual(English/French/Spanish/German) is a good asset
Ability to verbally present soft and hard technical subject matter to a variety of audiences
Ability to proactively develop relationships and communicate with all levels of the internal organization
Ability to communicate with members of a client's organization, at all levels (general staff to executive,technical and non-technical)
Working knowledge of XML, SSO,FTP, Web Services are very strong assets
Knowledge in SSL, PGP, Java,C#, Linux/Unix are excellent attributes
Proficient understanding of the agency business model, business strategy, business processes, and operations
Ability to conceive, present and recommend alternative IT Service Delivery options keeping with business strategy
Know, understand, and articulate the business value and business cost of delivering IT services
Proficient understanding of the System Development Lifecycle (SDLC)
Ability to contribute to the Strategy, Design, and Operation of Production Support services to optimize business value delivered from available technical capabilities and resources
Demonstrated experience managing SLOs
Ability to manage ambiguity and execute forward planning
Excellent interpersonal skills with the ability to interact professionally at all levels of the organization to influence outcomes and obtain support
Proficient in Microsoft Office Suite
Ability to speak to groups of employees and effectively manage conflict
Perform work required for this position in an office environment
Technical Support Analyst Page 3 of 5
Must be able to communicate in both written and verbal formats (i.e. email, letters, etc.)
Provide advanced to expert knowledge of Systems, Applications and Products within specific business functions (level 3 capabilities)
Strong understanding of IT service operations with an ability to effectively coordinate resolution actions across teams to ensure actions are completed within agreed upon timeframes
Results-oriented with a proven ability to make stakeholder-oriented decisions
Comfortable with challenging ideas and being challenged, while managing conflict
Software Development Tools and Programming Languages
Software development principles, practices and concepts
Object Oriented (OO) concepts and how they apply to design, architecture and application development
Extensible Markup Language (XML)/ Extensible Stylesheet Language (XSLT)
Service Oriented Architectures (SOA) and Web services (REST, SOAP)
IBM WebSphere Application Server
IBM MQ Series
Source code management tools (Subversion)
Familiar with MQ Broker as an Enterprise Service Bus (ESB)
The role will require after hours support and may require work beyond 40 hours
1+ years helpdesk support experience
1+ years hands-on experience in a business environment
This position requires after hours support
Must be able to lift 40+ lbs
Assist with Hardware setups for new hires
Hardware pickups for terminated users
Imaging of new laptops and desktops
Maintaining organization of IT Stock room
Data entry of equipment into a user hardware tracking list
Familiarity with Windows Operating Systems with an emphasis on Windows 7 and Windows 8.1
Must be comfortable with basic hardware setups for Monitors, Desktop PC’s, Keyboards, Mice, Laptops and docking stations
The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken
Strong communicator with ability to maintain open communication with internal employees, managers and customers
Self-directed, work independently, detailed oriented, organized and have excellent follow-up skills
Able to work under pressure, multi-tasking and prioritizing multiple Work streams while updating customers, management and team
Follow established procedures to independently manage incoming phone calls, ticketing system queues, and electronic requests for service for internal staff working locally and remotely
Escalate incidents and requests as required to ensure quality service within established service targets
Assist with or lead Information Systems projects as required
Serve as a referral point for more complex technical issues
Ensure mission critical data is securely backed up
Maintain existing software tools and infrastructure: Including servers, networks, and software tools
Recommend and deploy new tools and infrastructure to improve software engineering workflow
Support sourcing, setup and deployment of engineering workstations
Maintain customer facing license management web portal
Maintain compliance with departmental software use licenses
Recommend and maintain annual software tooling budget
Support remote users via phone and remote management software
Build, configure, maintain and manage PC systems for employees
Manage user security groups and user accounts
Generate customer facing and departmental documents
Ability to perform move/add/changes in network closet and for voice-over-IP systems
Participate in after-hours on-call support rotation as required
5 years desk side support in a Windows/Intel environment (Dell certification is a plus) Candidate must be experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc
2 years Window server file share management, Active Directory security and base first tier triage
Minimal supervision required
Experience working with vendors for network related, Data/Voice Provider, Cabling, UPS, and etc
Familiarity with software revision control, internal wikis, project management, code review, continuous integration, and deployment tools
Scripting ability with Bash, Python, and Powershell
Experience installing, configuring, troubleshooting and supporting Windows applications. Knowledge of Microsoft Office Suite is required, including Outlook and Visio. (Experience with O365 is a plus)
Understanding of TCP/IP networks and Ethernet technology as it applies to end user connections. Ability to troubleshoot network connectivity issues for both wired and wireless network connections. Experience supporting remote connections, VPN, firewalls, and routers including remote and home based offices
Familiarity with networking devices, CCNA/MCSA a plus
Understand basic networking skills: TCP/IP, DHCP, DNS, SMTP, FTP, Telnet, SSH
Perform troubleshooting end-to-end between two sites: PING, Traceroute
Configuring Cisco Switch and WiFi devices a plus
Installing and mounting network devices
Experience with networking and collaboration technology solutions such as projectors, presentation workstations, printers, copiers, scanners, and Fax machines
The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken. Excellent verbal and written communication skills are required
Demonstrated Problem Management Root Cause Analysis skills
ITIL certification or training is a plus
1+ years of experience in a call center environment or equivalent
1+ years of experience using an incident or call tracking system
Help desk Certification
Experience using and supporting IP phone systems
Performing continuous monitoring of systems' health (incl. Enabling apps)
Triggering/performing corrective actions in case of any identified deviation from normal systems' state (incl. Enabling apps)
Initiating and driving improvements of the monitoring process
Resolving production issues raised by users unable to be fulfilled by 1st level of support ((i.e., functional support team, enabling services team)
Initiating and driving preventative activities by researching pro-active section on oracle support portal
Suggesting diagnostics scripts installation, recommended patch collections analysis, etc. within scope and participating in regression testing when necessary
Performing maintenance, administration and configuration of the enabling applications in scope for the team
Providing on-call production support during off work hours according to rotations defined
Providing support to the projects, CoE running, when needed
Providing support in projects' transition to production
Adhering to GSFIT policies and standards, follow defined processes
Monitoring incoming incidents queue and distribute newly created among the team members
Mentoring and assisting more junior team members
Providing input for internal processes optimizations/improvements
Bachelor’s Degree or equivalent in a relevant business or technical subject
5+ years experience working with Oracle EBS financials or HR as a developer or techno-functional specialist
5+ years of experience with Oracle Forms, Oracle Reports, XML Publisher tools
5+ years experience with the Oracle SQL / PL/SQL programming languages
5+ years of experience with Oracle Workflow and Oracle Workflow Builder
3+ years of experience with Oracle Applicaitons Framework (self-service pages)
Aptitude to work within a complex multi-cultural and international organization
English fluency & strong interpersonal skills
Excellent numeracy and analytical skills
Applies knowledge/skills to complete complex activities
Ability to travel 30% of the time for face to face support in the assigned market
Positions in this function provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation
Bachelor's Degree (or higher) or High School Diploma/GED with 4+ years of IT support experience
5+ years of experience with PC operating systems including Windows NT, 2000, and XP
Provide exceptional technical support to clients via telephone, email, or ticket system in a fast-paced, professional manner at all times
Must be able to travel on occasion in the USA and Canada to support client needs on-site
Assist engineers and analysts to solve Tier I technical issues
Must be able to follow guidelines in company handbook
Provides first-tier technical support for end-users by troubleshooting hardware, software and networking issues
Field incoming support requests submitted through phone calls, emails, or on-line chats
Logs all support issues and escalations through provided ticket control system
Uses remote support methods (phone, internet) to provide merchants with technical support of POS systems and program functionality
B.S./B.A., in technical field preferred
One year of experience in a customer service environment a plus
Database knowledge in SQL server and/or Oracle is a plus
Solid organization and time management skills
Excellent interpersonal and motivational skills
The ability to constructively work in either a team environment or under minimal supervision is required
Proven ability to work well under pressure
Strong knowledge of computer networking, workstations and all versions of MS Windows
Ability to listen in an engaged manner; ability to speak in a clear and calm manner in all customer interactions; ability to provide fact-based feedback to peers and peer teams
Ability to respond to common inquiries or complaints
Ability to collect data, establish facts, and make valid conclusions
Ability to differentiate which incidents can be resolved within Tier 1 team and which need escalated to Tier 2 / Tier 3 teams in a timely manner
Knowledgeable of current Windows OS (current defined as Microsoft support operating systems); knowledge of common client software, knowledge of common endpoint hardware
Ability to follow procedural instructions without error; ability to execute account administrative activities without error
Provide first and second line support (bug investigation and fixing code)
Work with regional and local RIMS staff (support and DBAs)
Work well with local account management and support staff currently based in London. Tunisia, Hong Kong and Singapore
Gain good knowledge of RIMS design and constituent development languages to be able to perform second line support including code investigations, bug fixes, data fixes
Able to work alone or in a team, positive approach and desire to do well and progress
Strict adherence to procedures and processes
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone
Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group
Use remote control tools to assist customers when needed
Provide feedback on technical documentation for publication in Knowledge Base
Work in a high volume call center environment that operates 24x7x365
1+ years of experience working in a Technical Helpdesk or Call Center in which issues were handled primarily by phone and performance was measured through metrics. (i.e. FCR, Adherence, CHT, and Quality)
6+ months of experience troubleshooting VPN/LAN/WAN issues by phone
6+ months of experience with Microsoft Office Suite (including Outlook) and PDAs
Experience supporting Microsoft Windows XP and/or Windows 7 over the phone
Ability to type accurately and transcribe customer's requests and issues during the phone conversation
Helpdesk Certification
Experience with resetting passwords and verifying permissions
Experience working with knowledge base or knowledge tool
Excellent troubleshooting skills, problem solving and analytical skills
Good working experience with Oracle database, SQL*Plus, PL/SQL, Oracle Forms and Java technologies
ADF experience / knowledge will be a plus
UNIX/Linux operating systems knowledge
Experience with Oracle Retail Merchandising Suite of Products or Oracle Retail Predictive Application Server (RPAS) suite of products will be a plus
Previous Customer Support role, or Customer facing experience
Ability to manage escalated technical situations & develop action plans
Responsible for collaborating with clients to: clarify, verify and identify technical issues
Responsible for collaborating with cross-functional teams to: identify and determine solutions and/or workarounds for technical issues
Implement and drive performance methodologies to resolve performance inefficiencies in different areas including, but not limited to applications, reports, integrations and custom configurations
Track and manage customer reported issues via our case management system adhering to best practices
Drive system and process improvement opportunities to prioritize efforts across the Support, Operations and Development organizations
Participate in our global 24/7 support program
Bachelor Degree in one of the following: Computer Science, Information Management, Statistics or Mathematics
3+ years of experience providing technical support for enterprise software applications (Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft etc)
Excellent problem solving, analytical and troubleshooting skills
Ability to absorb technology and features quickly
Demonstrated hands on experience with system or applications performance
Collaboration: demonstrates effective communication (verbal and written) and is able to work with cross-functional teams to drive issues towards resolution
Demonstrated customer service experienceand/or strong interpersonal skills
Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, troubleshoot bank software support, for standard operating systems and productivity tools. May require working at remote sites and overtime
Service Projects: Responsible for accurate evaluation and decisive planning of hardware (moves, adds, changes) projects, presentation requests, office openings, software projects and other assignments. May require working at remote sites and overtime
Major Incident Handling: Provide clear diagnosis of time sensitive or high priority issues. May act as escalation point and work with I.S. resolver teams to facilitate resolution and follow up. Participate in oncall support
Communication: Provide prompt, clear and ongoing communication with end users to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Post service messages and relay updates to internal business groups. Track communications in Service tracking tool. Participate in on-call support
Reporting and Metrics: Actively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email. Perform metrics and diagnostic reporting as part of specialized support area
Documentation: Provides support and maintains written resolutions to frequent problems such as networks, hardware, software applications used by Bank personnel. Document project details and escalation process for specialized support areas
Acts as business advocate between customers and I.S. departments. Channel feedback from face-to-face contact to drive improved service satisfaction
Perform duties and responsibilities specific to department functions and activities
Performs other duties and responsibilities as required or assigned by supervisor
Responsibilities include the following
Associate degree required, four year college degree preferred and/or equivalent 8 years industry experience
Relies on extensive experience and judgment to plan and accomplish goals, as well as part of a team
Experienced with completing tasks and meet deadlines fast- paced, high stress environment
Working knowledge in MS Windows based environment Experience using and building workstation images a plus Knowledgeable Planning and organizational skills
Excellent customer service skills including ability to provide information at all levels
Wide range of working knowledge to troubleshoot hardware/software
Experience following and creating documented processes and procedures
Working knowledge of MS Office (strong Outlook and Excel a plus)
Knowledge of request/problem documenting and tracking skills (Remedy, ServiceNow, Cherwell)
Working Knowledge with Citrix products and publishing a plus
Working experience with Audio visual /Projector setup
Knowledge of retail banking and financial applications a plus
Working experience with Printer configuration service and support
Working knowledge of networking principles, practice and technologies (TCP/IP protocol suite)
Working knowledge of remote control tools
Working knowledge of Active Directory (includes scripting and automation)
Working knowledge of projects management
Executive support experience a plus
Experience in trading support
Working experience with software distribution systems a plus (Marimba, SCCM)
Working experience with MDM (BES, GOOD)
Knowledge of device/data encryption a plus
Familiarity with VMWare products a plus
Familiarity with ITIL and IT service management a plus
Working knowledge of scripting
Working support experience in large scale migrations
Industry standard Certifications are a plus
Further the First Republic Bank culture
Bonus based on Company performance + individual performance
Minimum 1 year IT experience
Completed IT Course work
Possess resourcefulness and flexibility
Troubleshooting pc/network issues
Ability to share or divide attention among several ongoing activities, projects or assignments
Ability to effectively work independently and as part of a team
Must be able to obtain and maintain a Colorado Support Gaming License
Excellent technical and complex problem solving skills
Strong interpersonal, verbal & written communication skills
Technical knowledge from IT Coursework
Strong guest service skills a must
Ability to interpret and explain company policies and procedures to others
Ability to explain complex technical issues in everyday, non-technical language
Ability to identify circumstances or incidents that require the notification and/or approval of others
Must be able to maintain confidential and proprietary information
Must have strong time management and organizational skills
Ability to assume responsibility for independent/self directed action
Ability to follow all policies, procedures, and regulations including, but not limited to, attendance, appearance, safety, and security policies
Must be available and willing to work flexible hours including nights, weekends, and holidays
Pleasant, outgoing personality and customer service attitude
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues
Ability to work collaboratively and communicate effectively with team members at all levels of the organization
Associate’s degree in computer science, equivalent course work or work experience required
Minimum of 1 years experience in IT
Gaming industry knowledge a plus
Windows AD administration a plus
5 years experience in a technical support role coupled with exceptional communication skills
Experience working within complex network environments
Broad infrastructure and software technical expertise
Microsoft Windows Server administration
Knowledge of telecommunication systems
Driver’s licence
Willing and able to work at Port Phillip Prison on a rotational basis
As most of our sites operate on a 24/7 basis, applicants must be willing and able to carry out work after hours where required
Tertiary qualifications in IT are highly desirable
Provides consistent, first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat
Provide timely resolution for incidents or escalation on behalf of customer to appropriate personnel, and provides incident status updates to management and end-users
Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up
Analyze complex technical issues and problems, diagnose problems, provide support to employees and support other technicians with issues
Monitor, troubleshoot and resolve tickets in assigned queues
Create accurate ticket documentation for all user interactions
Available for escalation of routine support tasks
Deploy software and hardware
Create and update knowledgebase articles to ensure quality documentation exists for the support process. Mentoring and supporting other team members
Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision
Bachelors degree with focus in Information Technology
Following Certifications are desirable or good to have
Ability to work and communicate effectively with customers, IT staff, and vendors
Display sound judgment skills
Must be dependable, reliable, and a self-starter
Must be a results oriented, team player
Excellent decision making, and problem solving skills
Understanding of Windows based applications
Familiarity with relevant operating systems, Microsoft Suite of products, the Internet, and networking
Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
Ability to recognize priority issues, and escalate accordingly
Translate technical terms into non-technical language when talking to customers
Understanding of computer terms and acronyms
Ability to multi-task and prioritize workload
Ability to learn new processes and procedures
Peregrine Service Center or similar ticketing system experience
Experience with printers, cameras, iOS devices, wireless technology, and other computing devices
Bachelors Degree in Computer Science or Management Information Systems, or similar discipline; Bachelor Education Requirements can be offset by work experience
2-4 years experience in providing Desktop Support
Available to provide on call support as necessary
Ability to work with minimal onsite supervision
Willing to work occasional weekends, evenings and holidays
Support in resolving technical problems related to hardware and software on desktop pcs, office, and remote office environment
Manage desktop pc projects in conjunction with local and corporate IT initiatives
Perform root cause analysis of problematic software and hardware
Work with third party software providers and corporate IT to fulfill software and hardware requirements for desktop pc and laptops
Document, review, and publish support procedures that address key IT systems and functions and processes that will be used by IT employees to install, remediate, and support desktop pcs
Monitor and maintain service levels related to incident reports and service requests – taking lead role to ensure that service levels are met
Participate in reviews and discussions of IT standards and procedures
Perform regular audit and analysis of IT business systems linked to key indicators to insure compliance to corporate standards
Deployment and refresh of desktop pc hardware in conjunction with corporate IT
Design, test and implement IT desktop infrastructure changes in accordance with corporate IT change management
Provide guidance and support to business and manufacturing process during off-shift, off hours, and weekend support
Minimum of 3 years of IT experience in supporting desktop pcs in a distributed enterprise environment
Demonstrated and developed organization skills
Strong knowledge of Microsoft Desktop Operating Systems including Windows XP and Windows 7 and Windows 8
Preferred experience utilizing script languages such as XML, VBScript, Perl Script, Java Script, PowerShell, and DOS batch scripting
Enterprise experience utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Microsoft Forefront Endpoint Protection, Active Directory, MS Office 2007 – 2013, Microsoft SharePoint, Microsoft SQL Server Studio,
Strong problem solving knowledge covering a wide breath of IT Desktop Systems including: Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook, WYSE Thin Client Technology, and Virtual Machines
Strong understanding of following: TCPIP, DNS, DHCP, PXE, 802.11x, Bluetooth,
Drive for results and demonstrate leadership in providing innovation utilizing available technologies
Ability to multitask and work with minimal supervision in critical uptime manufacturing setting
Available to work some evenings and weekends as needed
Provide technical support to customers regarding product usage difficulties such as installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives via phone
Stays current with emerging technology and competition in order to provide technical support
Writes manuals for all products
Writes data sheets for all products
Can troubleshoot, replicate and develop solutions for customer issues
Ability to pass drug/background screening
3 years of technical training experience
3 years of customer service experience
Provide support, guidance and administration of IT services and co-ordinate where necessary with other groups/functions to deliver excellent end-to- end service
Develop and implement policies and procedures in support of Blippar’s operating model
Plan, evaluate and control the operation of all office IT needs
Knowledge of OSX 10.5, 10.6, 10.7, 10.8, 10.9 and Adobe Creative Suite as well as networking
Thorough knowledge of Windows 7 and 8.1
Thorough knowledge of Microsoft Office on Windows & OSX
Good understanding of Firewalls, Switches, Wireless and LAN technologies
Good understanding of Audio Visual technologies
Good understanding of physical IP based PBX systems (Shortel preferable)
Strong troubleshooting skills in hardware, software and network operating systems
Broad security knowledge including anti-virus, password management
Ability to install and administer computer hardware, software and network components
Proficient knowledge of MS Office, Adobe and other key software applications
Work requires following established procedures
Experience working in a warehouse environment
Experience repairing desktop and laptop computers
Experience supporting Windows 7 and Windows 8 operating systems
Logistics and Quality Control experience
Previous experience with Microsoft Excel and Access
Forklift experience and certification
Provide Level-2 and Level-3 support for Remedy
Respond to and resolve customer technical issues (via phone, e-mail, web)
Work with engineering team on customer escalations
Overall experience of 4-5 years in IT industry
Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc
6 months experience with customer service, troubleshooting, analytical, and problem-solving
1 year of experience providing technical support in one or more of the following technical specialty areas: Android, iOS, Blackberry, Windows Phones, Apple OS X, MS Windows, home networking, client / server technologies, Bluetooth, RFID, or other similar areas
1 year of experience in technical support role
High school diploma or GED (post-secondary education preferred)
Must be able to type 30-40 WPM
Bachelor’s degree preferred; Associates degree a plus
Technical certifications from organizations such as CompTIA, Microsoft, Apple, Cisco, or other related bodies in the technical industry
Solid conceptual understanding of a variety of connected devices such as mobile phones, tablets, wearable technologies, home automation and lighting, smart televisions, or other related areas
Experience working within a support organization providing phone based support to customers
Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc
Excellent verbal and written communication and interpersonal skills
Team leadership experience in a contact center environment
Experience with providing training and coaching, either to customers or to internal colleagues
Able to collaborate, interact, cooperate and motivate across job functions and teams
Proficiency with MS Office products
Team lead for 2 IT Technicians. Responsible for directing daily work flow, planning and coordinating resources while ensuring team compliance to workplace standards
Manage all mobile devices, hardware, software updates and carrier plans
Support end user environment
Act as technical point of escalation to the rest of the client team
Act as a secondary point of contact in absence of IT Manager
Manage and coordinate roll outs for hardware refreshes and software patching/updates
Adhere to asset management maintenance standards
Domestic and international travel- 10%-20%
Experience with Lotus Notes
Knowledge of virtual environments such as Citrix or VMWare
Basic Spanish, spoken and written
*This position will not offer visa sponsorship.***
Entry level programming skills highly desired
Language Knowledge - PL/SQL, Perl, Python
Containers (Docker)
Configuration of Devices / Applications / Servers on Monitoring Tools such as Solar winds, IT360, AppDynnamics, Logstash and Kibana etc
Tier 3 level troubleshooting of all the infrastructure systems configured in the enterprise monitoring system for any issues related to monitoring that component like false positive, connectivity issue from monitoring server to device being monitored
Work directly with Service Providers pertaining to Monitoring tools, technical support staff, tier II engineers and analysts, the development team, the delivery team, business analysts, business users, and management to resolve monitoring issues
Gather information on operation performance and to be shared with technical support staff, business analysts, and management and recommend changes to improve performance
Recommend improvement areas in monitoring
Adaptability of new monitoring tools and platform
Experience of monitoring servers, application and components from different cloud providers like AWS, Azure etc
Experience in building reports like availability, capacity, performance reports
Provide periodical and ad-hoc reports to the technical support staff
Experience in troubleshooting enterprise incidents/outages from monitoring tools and providing feedback to teams to debug in the areas showing abnormal trends in monitoring like high response time, latency in DB query time
Experience in monitoring batch and real time file processing
Technical Support experience of 5+ years preferably in Enterprise Monitoring Environment
Relevant experience of at least 3 years in monitoring tools like Solarwinds, AppDynamics and Logstash
Good experience on MS Excel, formula, pivot tables, chart creation
IT educational background with decent academic performance preferred
Adaptability to support and work in 24x7 environment
Experience in any of the operating systems such as Windows, Linux, or any flavor of Unix
Hands on experience of installation, configuration and administration at Level 3 on monitoring tools such as IBM Tivoli, ManageEngine IT360 or Op-Manager, Nagios, Groundworks, Solar winds Orion and Logstash
Experience on log management tools specifically on Logstash
Experience in monitoring system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages
Preferred to have experience in maintaining, supporting and developing scripts using programming languages such as Perl, VBScript, PowerShell and Java
Must possess good communications skills both Email and verbal communication skills
Willingness to work in 24x7 shifts is mandatory
Exposure to Reporting, ITIL & ITSM knowledge is preferred
Command Center Escalation point for all incidents that require advance troubleshooting, Investigation and analysis
Recognize and initiate escalation to Enterprise and Productions for all system and application incidents or outages including network, routing systems, computer systems (Client/Server/Storage), customized department systems and all applicable supported applications within guidelines
Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
Work and coordinate with highly technical staff supporting Windows, LINUX, UNIX, SQL production servers and network devices
Ensure a consistent method of incident management is followed, including classification, escalation paths, communication protocols and root cause analysis
Maintain constant contact with any impacted contact centers throughout the duration of any Major incident and outages to provide any needed assistance and report any situational changes to the business
Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
Provide proactive remote systems monitoring and troubleshooting support to our client base, to ensure maximum service availability and performance of their technology infrastructure
Perform a variety of tasks including systems health monitoring, server scans, diagnostic tasks, event log correlation and performance monitoring
Ensure tracking and knowledge base systems are kept up to date
Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions
Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Service Desk personnel
Perform Real time monitoring for critical business operations such as Productions Ops, Terminal services, Exchange, AD, Application monitoring, Scheduled Jobs
Bachelor's Degree (or higher) or High School Diploma/GED with 6+ months of experience in a Call Center and / or in a Technical Support role
6+ months of experience in a Call Center environment and / or Technical Support
Experience troubleshooting remote access tools (VPN) and general connectivity (LAN / WAN) issues by phone
Unix/Scripting/RDBMS(Oracle, SQl server)/ XML / RDMS (1.5 to 2 years)
Technology SDLC experience and understanding of web based transactional system
Strong troubleshooting and problem resolution capabilities
Excellent communications time management skills
Undergraduate Degree or equivalent experience along with 2+ years of technical analysis experience in a customer support environment
2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment
A solid understanding of web technology, especially an analytical understanding of XML and web services
Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases
Excellent interpersonal abilities along with good oral and written communication skills
Ability to work and thrive in a multitasked, fast paced environment
Professional, “get it done” attitude and work ethic
Knowledge of the hotel industry a strong asset
Ability to work in a technical 24/7 environment including weekends is required
Liaising with internal and external staff from a support standpoint. This individual is the SPOC and will escalate tickets to the team of developers when needed but will be providing the solution to the customer
Experience managing a CRM system and internal document management portal (They use Salesforce and SharePoint)
Customer service is paramount for this company. The end users are not technical and work for Collision repair centres so the ability to articulate technical solutions to non-technical users is very important* This role, within a software and services organization, involves specific duties including
Software installation and implementation
Technical and software support
Interfacing with the software development team
Enjoys challenging troubleshooting situations and pays attention to details
3+ years of experience with PC operating systems including Windows 7, 8, and 10
3+ years of Desktop support experience
Experience with service ticketing/tracking systems (ServiceNow preferred)
Information Technology Certifications (such as CompTIA A+ or Network+)
MAC support (iPad, iPhone) experience
Experience in a customer service role
Experience supporting Microsoft Office including PowerPoint
Familiarity with Symantec Management Platform (Altiris)
Strong Communications skills (Written and Verbal)
Performing hardware repair and maintenance
Analyzing system architecture, planning and implementing more efficient and effective client device management practices
To support and monitor existing infrastructure, perform preventative maintenance work, backup and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when required
To support and monitor the Group’s internal networks and links to regional offices, other sites or the Internet, and to ensure they are configured and working correctly
To respond to Help Desk calls and planned work requests. To manage such items through to resolution or escalate them to another member of the team or the Infrastructure Manager
To assist in designing and documenting infrastructure processes, procedures and standards and to maintain or prepare system and software documentation as directed
Support work is performed almost exclusively within the ENER-G Group’s Head Office in Salford although some work in regional offices may occasionally be required. The bulk of work is conducted during normal office hours but some out-of-hours work is also required to resolve urgent support calls, perform out-of- hours upgrade or maintenance work or to work on critical projects. o The IT Support Analyst participates in an on-call rota with other infrastructure staff to provide cover for systems outside normal business hours
Windows Server 2003 / 2012
Microsoft Active Directory and Group Policy Management
Microsoft Exchange 2007 / 2010
Windows XP / Windows 7 Desktop
Shoretel IP Telephony
Exceptional customer service and support skills essential
Ability to work independently, be a self-starter and own customer issues
Experience in deskside support or other user support function
In-depth, hands on ‘problem solving’ expertise in desktop hardware, operating systems and software packages – must have considerable experience on MAC OX or Windows 7
A good working knowledge of a wide variety of ICT hardware. e.g. desktops, laptops, notebooks, Multi Function Printers (MFP) and other peripheral devices
Pre- and post-sales technical support for customer issues
Championing the cause of the customer
Customer training and design of customer-specific implementation strategies
Creating technical documentation
Developing Parasolid applications, demonstration code and support tools
CAD/CAM/CAE/AEC software, which typically uses a modelling kernel such as Parasolid (using, supporting, developing or customising such applications)
Engineering or Technical Drawing/Drafting: comprehend and communicate product design, testing, manufacture and assembly
Successful negotiation with development staff and customers on customer issues
Customer relationship management: build a rapport and maintain a healthy technical relationship
Ability to present internally or to customers in a compelling manner
Developing code in C, C++, or C#, preferably in a Microsoft Visual Studio environment
Improvements to working practices (processes, methodologies and tools) to increase efficiency and improve job satisfaction
Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder
Read electronic schematics and troubleshoot to isolate defective equipment by analyzing
2-year technical degree (preferred electronics) plus at least three years’ experience in Service or
Strong knowledge of operational characteristics of a retail petroleum station, including the
Office automation computer skills, such as Word, Excel, MS-Access, E-Mail, and Windows
Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers
Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as mobile phones, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, personal computers, etc
Provide excellent customer service and ownership of technical support issues
Work well in a high energy, dynamic, and collaborative environment
Leverage a variety of resources to effectively diagnose complex technical issues
Possess, maintain, and seek new technical/professional expertise
Provide appropriate responses and expectations in a timely and efficient manner
Act as a Subject Matter Expert in one or more technical areas; utilizing your expertise to mentor other support staff and write technical documentation for inclusion in a Knowledge Base
Work as the customer advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention
This job description is not intended to be all inclusive. Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives
Installs software and hardware as needed to provide new or enhanced functionality required to support vendor’s application
Installs updates to existing system software to correct problems and/or keep system software at a current release level as required by vendors
Administers configuration and tailoring changes necessary so that system software conforms to the specific requirements of Lancaster General Health
Performs systems software tuning as required to insure that all aspects of the systems are running at peak performance so as to provide acceptable response time to end user
Identifies and isolates problems in systems software, correcting errors and/or submitting errors to vendor for resolution
Tracks utilization of all system resources such as CPU and disk utilization for use in capacity planning
Provides assistance as necessary to vendors that are installing application software and hardware. This would include insuring that all required resources are available for the install
Provides support to users and operations. Provides support during non-work hours as part of the department on-call rotation. Does all necessary operations problem resolution required by users and operations personnel
Monitors systems hardware performance and repairs and/or reports issues to vendor for resolution
Identifies the various skills required for a successful implementation, completes base measurements for a post implementation review of benefits that includes a detailed project implementation plan, charter, objectives, and benefits that is a mutually agreed upon plan with System Administrator, User Management, IS Management and Vendor. The project plan to include the coordination / logistics ordering to ensure appropriate hardware, software, devices, networks, training and support are organized
Provides the following support to achieve desired benefits and capabilities for the business
Creates and maintains thorough system documentation
Takes all appropriate steps to ensures good communication occurs between users, IS, and management
Assists Information Services with software evaluation. Maintains a good general knowledge of software and hardware applicable for use at LG Health
Bachelor’s degree in Computer Science, Business Administration or Engineering; or a Science degree with an orientation toward automation and process improvement; or approved equivalent combination of education and experience
Three (3) years experience in each of the following is required for the position: Systems problem solving and analysis, purchasing/developing applications, testing programs/systems, managing implementations and conversions
Knowledge of system software, as needed for system being supported, to include: UNIX/AIX, ORACLE, MVS, CICS, Microsoft and SQL
Two (2) years project management experience that involves computer software implementations, daily operational support, review and evaluation of system performance
Two (2) years experience providing leadership and direction to users of computer applications
Two (2) years experience developing test plans, training plans, and IT documentation
Prior report writing experience
Following established procedures to independently manage incoming phone calls, ticketing system queues, and electronic requests for service for internal staff working locally and remotely in home offices
Perform second tier desk side support for incident management globally; route out-of-job scope requests to other IT groups when necessary
Ensure that all interactions are documented via the electronic case management software with clear technical descriptions of incidents / requests, work done to resolve and indicating all client interactions
Support and manage desktops, laptops, telephones, mobile devices and shared resources such as printers, shared workstations, conference rooms including video conferencing, and projectors
Build, configure, maintain and manage new or repurposed PC systems for new employees
Maintain existing PC systems, and repair as needed
Read and thoroughly understand SCIEX policies. Attain a clear understanding of the additional security and privacy requirements of working in a regulated environment
Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines
Manage user accounts in Active Directory and other systems as required according to established policies and procedures
Manage user security groups in Active Directory for Folder Permissions, quotas and storage management
Recommend and develop procedures and standards to improve the quality and delivery of service to customers
Assist in the definition requirements and research for new desktop computing solutions
Minimum 8 years’ experience providing end user assistance in a networked Windows environment
3 years help desk, service desk, or support center experience including supporting remote users or sites and home office configurations
5 years’ desk side support in a Windows/Intel environment (Dell certification is a plus) Candidate must be experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc
Experience providing support to executive staff a plus
Experience and understanding of special needs in a regulated healthcare environment including operating according to Standard Operating Procedures (SOPs) is a plus
Demonstrated ability to troubleshoot complex technical issues
Demonstrate ability of improving procedures and standards ensuring quality and delivery of service to customers
IT Knowledge - Programming such as VB, VC++, C++ or Java, Database and Networking knowledge
Knowledge and experience of using either LUNIX or UNIX operating systems
Excellent Thai and English communication skills
Equivalent to a Bachelor’s degree in Business or Information Technology
Strong working knowledge of SQL and Microsoft SQL server
Experience with relational database
Ability to prioritize and demonstrate time management skills
Flexible schedule to allow for on call rotation
Ability to work effectively with customers in high-pressure situations
Healthcare industry experience preferred
Good understanding of TCP/IP, OSI layers, and basic network troubleshooting highly preferred
BSc (or equivalent) in Computer Science preferred
Experience in a similar support role in the Financial services area
The ability or the potential to take on higher level responsibilities
Demonstrated group leadership and the willingness to take on leadership roles
Must be perceived as a team player and a positive contributor by his peers
Demonstrated willingness to go beyond the normal job requirements
The ability to complete all tasks and projects in a timely manner
The ability to complete assigned calls effectively and efficiently within the established SLA time period
Demonstrated responsibility and ownership of his/her business units
The ability to conduct themselves in a mature and professional manner towards clients and co-workers (accountability, use of good judgment, provide proper follow-up)
Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities
Strong communication skills and the ability to interact with business users at all levels in the organization
Known as a motivated individual contributor with the ability to work with minimal supervision
Strong working knowledge of Microsoft Windows OS
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook)
Comfortable with imaging software such as SCCM\PXE, familiarity with windows installer and desktop management suites such as SCCM
Experience with Mobile and Audio/Visual technologies
Working knowledge of supporting Microsoft Windows operating systems (7 & 10) environment
Working knowledge of hardware break/fix component replacement on laptops
Proficient in the use of Microsoft Office products
Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets
At least 2 years of experience preferred
Responsibilities include all PC, Laptop, Printer and Telephony support needs including all Moves-Adds and Changes
Solid Networking and network wiring trouble shooting skills. Telephony/VOIP experience including Provisioning Manager experience to manager all IP connected telephones
Must be able to provide additional support to surrounding area technicians and Macys selling locations. LAN/WAN On Call support for Macys/Bloomingdales is also a requirement once associate becomes aquatinted with all supporting hardware and software systems
Excellent written and verbal communication skills. Ability to read, write, and interpret business and technical documents
Basic leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and with associates and executives at many levels. Basic conflict resolution, negotiation and consensus building skills
This position involves regular walking, standing, sitting, hearing, seeing, talking, climbing ladders/stairs, twisting, stooping, kneeling, squatting, crouching, bending from waist and knees, reaching above shoulders and overhead. The position also involves regular moving/pushing/pulling/carrying items under 75 pounds and lifting items under 75 pounds from floor to waist and waist above shoulders
Involves use of hands and fingers for writing, typing on a keyboard and using a mouse. May involve close vision, color vision, depth perception and focus adjustment
Basic knowledge of data network connectivity. Basic understanding of underlying business processes and requirements
Basic knowledge of related systems, interfaces and dependencies. Strong customer focus. Sense of urgency and flexible to changing circumstances and customer needs
Basic knowledge of PCs, understanding and use of Windows Operating System, Windows Office products and communication software
Basic analytical, problem solving, multitasking, and time management skills with consistent attention to detail
Basic understanding of analytical techniques
Ability to effectively learn and use new concepts, tools, and methodology to support the needs of the business
Basic understanding of emerging technologies and systems development best practices
Basic leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
Basic conflict resolution, negotiation and consensus building skills
Willingness to acquire and apply new knowledge and skills necessary to support POS, Communication, PC and other MST systems
Ability to work a flexible schedule based on department and company needs
Ability to read, write, and interpret business and technical documents
Analyze enquiries submitted by employees via web, email or phone and respond in a timely manner
Assign all non-1st line calls and tickets to appropriate regional IT team
Retain ownership of enquiry through to resolution, providing regular updates on progress to requestor
Escalate enquiries as appropriate
Ensure achievement of service level agreements (SLA's)
Work & maintain a high level of communication with Extended Global Helpdesk team to achieve Goals
Provide technical support, troubleshooting & resolution of issues in multiple languages
Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products
Analyzes client issues to determine if resolution can be found on initial call or if second level support is required. Supports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the ADP supported products
Maintains appropriate records of client contact through the CRM system
Proficient browser web support / troubleshoot user access issues/rights issues, assist with website customization
Assists in new product pilots and roll-outs to other departments and clients. Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner
Mentors and trains newly hired associates to ensure successful integration into the role
Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products
1 - 3 Years Client services support experience
Microsoft office suite, client server, Operating Systems, TCP/IP
Troubleshooting and Analysis Technical Communication - written and verbal Problem Solving Organization and Time Management Probing
Record and respond to incidents and service requests from internal and external stakeholders
Record and update all incidents and tickets in the service desk management tool
Follow the defined current ITIL based departmental processes
Monitor and triage all incoming system, security and platform alerts
Assume ownership of reported incidents providing clear communication to internal and external stakeholders
Perform initial diagnose and triaging of raised incidents
Diagnose the cause of the incidents through a structured process of investigation
Triage, diagnose, investigate, resolve and/or escalate tasks/incidents accordingly
Log and regularly update all relevant tickets/incidents and/or service requests and customer and third party interactions
Proactively coordinate and update both internal and external stakeholders
Complete generic information and service requests
Create accounts for various system platforms
Escalate tickets and calls to 2nd or 3rd level of support when needed
Escalate/transfer tickets to on call engineers
Perform daily system checks
Carry out applications maintenance tasks
Create and maintain knowledge base articles and support documentation with known tasks/issues
Adhere to service level agreements
Use application management software and tools to collect and performance statistics
Initiate the Change control process to implement agreed workarounds or resolution to incidents
Excellent verbal and written English skills
Exceptional customer service focused attitude
Strong active listening, multitasking, interpersonal and organisational skills
Self-motivated, disciplined, able to work on their own initiative and takes responsibility for their own work
Detail-oriented, with excellent organisational skills and able to manage multiple tickets simultaneously
High degree of client focus and empathy
Analytical with good problem-solving skills
Ability to remain focused on resolution in real-time
Excellent team working (good collaboration and negotiation skills)
Ability to focus on completing tasks proactively and productively
Good working knowledge of operational support processes
Experience with Service Management tools such as JIRA
Experience completing documentation. Writing new and updating existing technical documents
Passion towards improving customer experience
Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
Multi-task orientation
Familiar with version control
Familiar with JIRA
Experience with monitoring tools such as Zabbix, Nagios
Experience in ITIL aligned environments using call/ticket management toolsets
Best practice frameworks such as ITIL
ITIL V3 Foundation Certificate
Education in an IT background
Positive, professional, empathetic and customer-focused manner
Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
Must be self-motivated, disciplined, and takes responsibility for their own work
Hands on experience of Incident and Problem Management in a multi supplier environment
Passion towards improving client experience
Analyzes issues and uses judgment to make decisions
Report on weekly mobility status and initiatives
Mobility service now incident/ticket queue management lead
Point of contact for vendor relationships and business contracts (AT&T, Verizon, Level 3, VOX)
Document and maintain mobility operational processes and perform regular quality reviews
Internal project support
Mobile communications Pulse page administrator
Procure mobility devices and equipment
Compile and create ad-hoc reports for management
Routinely review service now procedures to ensure efficiency and determine areas of Level 1-1.5 support that should be worked directly at the service desk level
Identify key stakeholders and create communications plans for planned changes to the mobile environment (i.e Good rebrand to Blackberry, Webex new URL)
Work with the IT budget owners to develop and review monthly forecasts
Identify cost savings efforts and track monthly performance
Review/approve Verizon, AT&T and Level3 contracts, invoices and purchase orders
Perform scheduled audits of key areas driving cost savings
Ensure consistent reporting, forecasting and analytics within mobile communications
BS and 2 + years or equivalent
Knowledge of standard support issues and solutions related to applications and hardware
Ability to communicate with internal and external customers regarding issues resolution
Subject matter expert and administrator for key corporate applications (i.e BES5, BES12, Good Control, Good MSM, Cisco Webex, Verizon Enterprise, AT&T Premier)
A thorough understanding of iOS and Android in mobile application integration with the Blackberry dynamics suite
Identify, troubleshoot and resolve basic to complex technical and non-technical end user issues for mobility equipment and applications
Troubleshoot hardware and service problems and facilitate carrier support as necessary
Provide end user training in mobile device, applications and Webex
Directly support Field Operations Managers and Technicians for user applications, devices and Webex accounts
Excellent trouble resolution skills, point of contact for customer incident resolution and configuration
Preforme routine protocals associated with IT operations
Provisioning and providing first tier technical support and assisting second tier support regarding computer operations and networks,
Troubleshooting software/hardware
Provide quality technical and customer service
Implement and support virtual infrastructures, directory services, collaboration services, data storage infrastructures and data recovery environments
Take on overall ownership of assigned requests and projects
Effectively document all resolution steps in our electronic tracking system
Be accountable for team performance, team productivity and team customer service related performance measurements
Analyze needs and recommend effective solutions to meet user and business objectives
Participate in our on-call plan and be able to respond on-site within 1 hour if needed
Required to lift, stack, move and palletize heavy equipment, which varies in size and weight up to 60lbs
Travel to client sites when required with most travel via their car and within CT and Western MA Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP Understanding and experience with core technologies: Windows Server, Exchange, Citrix, VMware etc
Understanding and experience with industry standard disaster recovery solutions Understanding and experience with LAN/WAN connectivity, routers, firewalls, and security solutions Understanding and experience with Remote access solutions, VPN, Terminal Services, and Citrix Understanding of the Information Technology Infrastructure Library (ITIL) framework
Respond to requests for technical assistance primarily via phone, in person, electronically
Follow standard Helpdesk operating procedures; accurately log and resolve all tickets using ServiceNow
Log all help desk interactions – while maintaining high availability for service calls
Perform break fix desktop support to users in multiple locations
Provide second-level hardware/software and infrastructure support for all News business
Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources and management team
Responsible for desktop/laptop, printer configuration and deployments
Become familiar with each NewsGroup department operations and their respective applications
Undergraduate degree in a computer science or related field and/or equivalent work experience required
Must be flexible to work in News operation in support of 24x7x365 work environment
Proven experience with current technology that includes
Ability to utilize the following tools: SQL Transmitter, DB artisan, Teradata
Experience writing basic ANSI SQL
Demonstrable understanding of basic software development concepts
2 years technical/support experience required or 4 year degree in IT related course of study preferred
Maintains a position on the Varec TSC. The TSC is our single point of entry for all internal and external customers seeking support on all commercially installed Varec Aviation, Terminal Automation, Oil & Gas SCADA systems, Tactical Fuels, and FODD systems, as well as all Varec hardware. Must also provide support for other products/companies supported by the Varec TSC
Is a critical role for maintaining and enhancing the relationship we have with each of our customers
Is assigned problems of moderate scope where analysis of issue or data requires a review of related data. Must exercise good judgment within defined procedures and practices to determine appropriate action
Has primary objectives of timely response, quality resolution, and technical expertise of all customer operated Varec/Non-Varec products and services including software and hardware solutions
Records internal and external customer issues, inquiries, product deficiencies and change requests in the central repository. Works closely with the customer until the issue has been resolved or passed to another department as dictated by the nature of the given ticket
Must maintain an in depth knowledge of products and solutions
Coordinates with Engineering, Development, Sales, and Customer Support as needed to address customer issues or inquiries
Performs troubleshooting of unique and challenging and complex issues with the Varec solutions at customer sites. Utilize standard concepts in the process of resolving issues
Will require on-call responsibilities and shift work
Performs other job-related duties and works on special projects as required
Experience in installation, configuration, and troubleshooting of Windows Operating Systems, including IIS, security configuration, networking, setting up domains, Windows Group Policies, Active Directory, services, policies, and DCOM
Must have excellent computer skills, proficiency with Microsoft Office suite, and knowledge of database reporting tools such as Microsoft Reporting Services and Crystal Reports
Must have general knowledge and experience to be able to handle unusual and seldom occurring job events with minimal assistance
Experience with troubleshooting hardware and software system related issues
Must have great communication skills, be self-motivated, attentive to detail, possess the ability to work in a team environment, and have excellent organizational skills
Candidate must be capable of and willing to follow agency and company procedures
Two year technical degree and 3+ years related experience
Working knowledge of Varec FuelsManager® suite of software and hardware products and services
Experience with PLC, SCADA, DCS, or other automation and control systems or components
Background with LAN and WAN communications, including WLAN and GPRS wireless technologies
Experience with SQL Server, virtualization technologies, and Windows Servers in a variety of configurations including advanced server clustered systems
Extensive knowledge of computer hardware architecture and Windows Operating Systems in a multi-system environment
Familiarity with petroleum industry business practices and standards. To include but not limited to refineries, airports, light product, pipeline, and asphalt terminals
Provide post software implementation support and upgrade activities to TMW System Customers
Facilitates timely and accurate resolution of lower level technical issues on TMW System software
Maintain an excellent customer satisfaction standard, equal to or greater than 95% for all deployment and support functions as expressed through customer surveys
Record all calls and emails into automated tracking system and determines the scope of reported problems
Work with Team Leader, Team Members, and other TMW Systems, Inc. personnel to ensure appropriate resource is assigned to respond to each client issue
Perform follow-up communication to ensure customer satisfaction
Assist clients with installation of upgrades
Train users in existing or new functionality in order to maximize their system’s potential and usability
Understand queries, comments, suggestions, and concerns or issues expressed by departmental clients, senior management, team members, and other participants during meetings, technical committees, and as part of ongoing operations
Exceptional verbal communication skills
Understanding of business processes and basic corporate finance, management and accounting principles
Demonstrates a strong customer orientation
Understands the hierarchy and culture of customer and supplier organizations and is able to identify the decision makers and influencers
Retains objectivity and proper understanding of a problem or situation when placed under conditions of stress
Superior interpersonal skills
Proficiency with Microsoft Office (Word, Excel, Powerpoint)
Excellent writing and editorial skills
Meet our Support Center objectives which include… “If you are not serving the Guest, serve someone who is” and “consistently deliver an awesome family friendly experience so that every guest leaves happy.”
Verify category and priority of incident tickets
Resolve, or provide workaround, for complex technology issues
Resolve escalated support calls and customer issues not resolved at the tier 3 technical level
Follow-up with other IT support staff involved in resolution of incidents
Communicate with users concerning the status of incidents
Communicate with customers to verify final resolution of incident and ensure customer satisfaction
Act as customer advocate during support interactions with other IT support teams
Maintain timely communication with customer during support process
Collect and track information and details of problems to identify trends and facilitate service improvements
Troubleshoot and resolve complex support problems (e.g. integration issues)
Provide peer-to-peer development
Escalate complex issues to the appropriate internal or external technology resources as needed
Provide communication and escalation to IT Management on issues impacting our business and customers
Initiate Request for Change (RFC) or Problem Management processes as needed
Perform quality assurance (QA) and closure of all incidents
Provide scheduled, after-hours and weekend support for the Service Desk
5+ years’ experience with direct customer POS technical support
Restaurant or retail experience
Experience in ITIL and customer service principles
ITIL Foundations Certification preferred
Aloha POS systems
Experience with ServiceNow service management ticketing tool – preferred
Experience in a high call volume support center, handling 60+ inbound calls per day
Empathy with the end-user experience
Possess the aptitude or experience to provide proactive service to our customers
Possess a results-oriented approach to customer service
Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment
Basic knowledge of MS Windows operating systems (Windows XP, Windows 7) and business applications suites
Ability to work flexible schedule, including weekend on-call rotation
Manage the processing environment that includes the iSeries servers, xSeries servers, VRU’s, LAN’s, Windows and any additional servers to ensure that all of the above are performing as required
Maintain, create and improve internal processes, procedures and documentations on our DCO Sharepoint Portal such as Joblog1/2, Monthly Joblog, DCO Weekend Schedule, Shift Schedule, DBR documentation, OMS/ODS procedures, and any additional documentation when required
Provide afterhours and weekend asssitance when DCO takes over the responsibilities of Client Services 1st line and 2nd line support
Ensure system problems are resolved in a timely matter and take appropriate actions as required to provide system availability of 99.95%
Ensure all issues are thouroughly examined before going to the Team Lead
Identify and analyze any system or application problem and manage problems ensuring resolution within a specific timeframe
Responsible to ensure all daily, weekly and monthly backups are completed successfully. Will assist in the backups of the xSeries servers when required. Periodically will be required to do an audit check to ensure new librarys and objects are added to the backups
Interface with clients and manage relationships between the user support groups and various Management teams
For technical issues and problems of intermediate/high complexity they are expected to determine a possible solution or escalate as required if a problem cannot be circumvented. They will receive business and departmental direction from their management. Other senior members can be contacted regarding complex technical issues and will refer all other issues outside their scope to their management immediately
Evaluate service requests to ensure adherence to standards and processes, identifying inconsistencies, analyzing potential impact and taking appropriate action
Participate and resolve medium to highly complex production problems for support of applications. Identify root cause and defining actions to eliminate recurrence
Execute implementation plans for new medium to highly complex application
Monitor and analyze supported services to identify opportunities for improvement and recommends solutions
Complete all assigned department change requests to the daily batch schedule, and Production systems. This includes job creation, program turnovers, job definition modifications, run time changes, and job decommissions
Ensure timely and efficient processing of all production batch schedules addressing any late running jobs, excessive runtimes, or job failures while complying with documented application service level agreements
Assist Manager in identifying gaps in job execution times, triggers, abend frequency and any other unusual patterns using trending and data analysis
ISeries Command line and Command structure knowledge is essential
Knowledge in iSeries/AS400, Mainframe , COBOL would be an asset, but is not essential
Solid understanding of the AS/400 environment within IT&S including AS/400 hardware, systems and applications
Solid understanding of PC Hardware/Software tecnologies and Windows xSeries based environment within IT&S
Strong analytical and problem resolving skills
Ability to adapt to changing priorities, at times requiring quick judgement while under pressure
Learn software development in an support environment
Willing to learn a new technology
Aspirations to grow in a career
Willing to move into IT services
Logical reasoning
Analytical Thinker
Associate Degree or equivalent in years of experience
Software development a huge plus
Experienced in various aspects of IT, including but not limited to basic computer systems applications development and support
Experience and interest in internal and external communications, partnership development, and working in an team environment
Proficient in Microsoft Office (Outlook ,Word, Excel, and Power Point), and Adobe AcrobatThis role is located in Orlando, FL
Provide 2nd / 3rd line technical support across the e-meter portfolio
Perform incident and problem record triage, aligned to business operational prioritisation, identifying and developing minor enhancements and bug fixes within application code, collecting logs, documenting outputs and debugging issues. Unit testing configurations to assure the quality of delivered fixes and solutions
Research, resolve, and record all levels of software questions from customers, as part of ticket resolution
Preparation of key documents to support in problem resolution and system fix including, configuration specs, unit test documentation, knowledgebase articles, FAQs and known error procedures
Liaison with software suppliers in delivery of the technical support service, resolving incidents within agreed service level targets, manage customer escalations ensuring contractual commitments are met / exceeded
Replicate customer issues to assist in the determination of root causes of problems and the provision of enduring resolutions including those which require a software fix from a 3rd party, working in close collaboration with the release and change management teams
Help Siemens communicate and track new software releases and work with development and technical teams as a representative of support team/customers
Monitor logs and helpdesk systems within core emeter applications and infrastructure, proactively identifying incidents which could potentially impact operational performance, technically assess functional requirements, verifying the solution capability of software, hardware, security and environmental aspects
Contribute to the development of software solutions that meet the specified functional requirement, ensuring input across all phases, design, documentation, operational acceptance and successful implementation
Provide accurate timescales for application delivery/resolution based on technical assessment and the documentation provided. Where applicable liaise with technical teams on more complex issue resolution
Interface with customers, partners, product management, engineering, and technical service teams to gather data and communicate status of customer issues, as needed
Provide on-call support and be part of the rotation to attend to SEV-1/2 tickets over weekends
BS degree in technical field
Demonstrable Technical Support experience preferably gained within in a high-tech company or environment
Advanced understanding of Unix and Windows Operating systems and scripting language with a good working knowledge
Technical skills in SQL scripting and querying oracle databases
Able to read Java code and follow logic
Capability to work independently, striving for solutions and demonstrating leadership
Ability to solve problems and troubleshoot issues systematically and effectively, delivering within service level goals, demonstrating strong analytical skills and experience in interpreting complex data, translating outputs into high quality documentation
Proven ability to understand utility’s business processes, identify areas for process or system improvements and pass opportunities to Sales and Professional Services as applicable
Experienced at working on several tickets simultaneously while accomplishing desired results; Work well with little guidance in a dynamic, fast-paced environment, navigating multiple service desk tools and support portals, adapting to any customer ticketing scenario and learning technology quickly
Proven experience of adapting to new systems and technologies and processes with an understanding of other software disciplines – design, documentation, impact analysis and testing
With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
On call 24/5 hour customer support, available for all shifts + weekend on call
Preferred: Second Language a plus: Spanish, German, Brazilian-Portuguese, Dutch, or Mandarin
Preferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
Provide technical phone support to ATM Owners & Operators
Make outbound calls to customers to troubleshoot/resolve technical issues if necessary
Create/Work service event records in CORE to track field service calls
Bind DES keys
Provide basic communications support
Execute commands to remotely resolve ATM errors
Provide technical phone support to service vendors when necessary
Provide support and technical documentation to external and internal customers
Managing and troubleshooting remote management applications and database
Provide efficient productivity and superior quality service while working in a fast-paced environment
Managing reports of error data, analyzation
2+ years field service, ATM or POS experience preferred
Working knowledge of Windows XP operating systems required
High proficiency in MS Outlook, Word and Excel required
Ability to effectively manage multiple complex tasks in a fast paced, time-sensitive environment
Ability to type a minimum of 40 wpm
Must have excellent communication skills, both written and oral
Ability to work various shifts in the event of need
Adhere to guest service, core values and safety requirements listed above
Responsible for software and hardware support
Develops and maintains policies, systems, methods, and procedures for the effective management and control of the help desk function
Performs analyses and assists in a variety of help desk activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; develops troubleshooting scripts; provides technical assistance in setup, installation and configuration of desktop/server hardware and software
Provides technical advice, guidance and informal training to customers using hardware and software programs
Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
Performs root cause analysis and develops checklists for typical problems
Recommends procedures and controls for problem prevention
Support for systems provisioning (user access)
Support of Local Area Network (LAN)
Works in a team setting, sharing information and assisting others with support calls
Ensure data integrity by keeping system security rights up to date at all times
Responsible for training of system users on proper usage of software and assisting in the daily functions of the department
Must maintain the strictest confidence of any and all confidential information disclosed by an Ameristar entity or by a guest of Ameristar
Support the policies of Senior Management of the Casino as well as Senior Management of Ameristar Casino, Inc
Work flexible hours including evenings, overnights, weekends, and holidays including but not limited to participating in the on-call rotation program
Perform and support all MGC and SOX based requirements as assigned by IT Management
Fully Competent in Microsoft Office
Excellent technical, complex problem solving, interpersonal, oral & written communication skills
Strong guest service skills
Must have strong time management skills
Ability to follow all policies, procedures, and regulations including but not limited to attendance, appearance, safety, and security policies
Associates degree in computer science or equivalent course work or work experience required
Previous experience in IT preferred
Technical certifications like A+, N+ certification, MCP or MSCE preferred
Diagnoses and resolved problems using documented procedures and checklists in the performance of most responsibilities
Enters call data into a tracking system
Escalates problems to a higher level technical support professional when necessary
Assists in the resolution of application, hardware and software problems
Consult with users to determine hardware, software, or system functional specifications
Document procedures required to support applications
Configure, install, maintain, and troubleshoot desktop systems and communications components
Coordinate resolution of problems with vendors or subject matter experts when additional expertise is required
Maintain an inventory and accountability for all IT components (e.g.pc’s, laptops, software, printers, modems, etc.)
Insure backups are complete, error-free and that tape rotation complies with policy
Responsible for escalating problems, suggestions, repeat issues, etc., in order to improve the overall operations of the IT department
Maintain and improve expertise in software applications (including enhancements and new products) and direct their use based on business requirements
Lead and/or assist with technology projects. Requires initiative to identify areas of opportunity, ability to analyze and assess possible solutions, to support the selection and implementation of projects, and to methodically complete task or project
Assist other IT team member when workload warrants. Ability to observe and identify other areas within the IT department that require assistance on projects, and must have the desire and ability to proactively assist other team members
Assist in pulling and terminating cable
This is a uniformed position, which requires the team member be in compliance with uniformed appearance standards while on duty
Respond to reasonable guest requests or place guest in contact with appropriate person for assistance
High School Diploma or certificate from Educational Institute required
Minimum 2 years IT experience
A+ certifications preferred or must obtain this certification within the six months of employment
Actively participate in the 24/7 worldwide support process with Level 3 teams in Hong Kong and Paris
As a Level 3 support, investigates production or projects issues, and coordinates their resolutions
In charge of testing and coordinating technical operations and software delivery deployment into production
In charge of maintaining user interfaces with standard BNPP Back Office systems (SWIFT, MT101, MT940)
Relevant combination of education, training and experience in IT support
Needs to be able to work with teams from different departments
Needs to be able to work autonomously and take decisions
Development experience in a web-based environment is an asset
Familiarity with high availability architectures and back-up sites is an asset
Knowledge of TCP/IP, LANs and firewalls is an asset
Knowledge of SQL Server is an asset
Knowledge of WebSphere and IIS is an asset
Knowledge of SWIFT standards is an asset (FIN, FileAct, messages MT, ISO 20022, pain.001, pain.002, camt053…)
Must know Excel, Word, PowerPoint, Outlook
To develop a deep knowledge and subject matter expertise of Viridity’s software solutions
Manage Viridity solution support processes; provide tier 2 application support to tier 1 (NOC) and escalate issues to tier 3 (Development) as needed
Lead issue troubleshooting for Viridity software solutions, including issue recreation, data analysis and validation, logging of issues into support systems, and tracking progress of issue resolution
Monitor and respond to infrastructure alerts and assist with infrastructure maintenance tasks to support the stability and reliability of Viridity’s software products
Assist with and participate in disaster recovery planning and annual testing
Assist with customer onboarding, user setup, configuration and permissioning as necessary
Train tier 1 support on basic troubleshooting and systems support as needed
BA/BS degree in related field or the equivalent combination of experience and education
3-6 years’ experience in supporting enterprise software solutions; support of demand response or curtailment software platforms a plus
Ability to multi-task, learn new skills quickly and work in a fast paced environment
Knowledge of Zendesk, Jira and Aha.io is a plus
Experience with JavaScript, Python, JSON, bash CLI, and linux operating systems is a plus
Ownership over the tickets categorized as in scope for SME based on the technology/application used
Coordinate with the rest of the teams to ensure proper coverage/handling of the SME tickets
Providing improvement ideas for the SME workflow and customers, based on trends and issues identified
Work together with other team members in order to ensure service level agreements are met
Evaluates, installs, maintains, troubleshoots, upgrades, documents and administers the use and replacement of Commercial-off-the Shelf Software and Custom client-server software
Provides advice on various technical subjects such as network operating systems, standards, protocols and utilities to clients and colleagues
Participates in discussions with colleagues, clients, technical advisors and managers to explain issues of a technical nature or to resolve technical issues
Maintains knowledge of trends and developments in all IT infrastructure components
Interprets, analyses, defines, and documents requirements and recommends solutions with respect to the planning, development, implementation, integration or maintenance, of Corporate and Business applications
Answer client inquiries on the use of our systems
Troubleshoot and resolve application related incidents and issues
Host sessions to help define business requirements
Documentation for fixes related to the troubleshooting of incidents
Installation and documentation for new system implementations
Options analysis for solutions
Knowledge of COTS apps in a Windows environment
High level knowledge of RDBMS (ability to review MS SQL Database logs)
Knowledge of Windows and IIS
5 years’ of experience in a Support Analyst type role
Must possess government of Canada Enhanced Reliability Clearance
Related post-secondary education would be a definite asset
Strong troubleshooting, reasoning and problem solving skills
Ability to speak and communicate clearly and effectively
Ability to write clear and concise technical documentation
Team player, good time-management and organizational skills and ability to work autonomously in a dynamic environment
Ability to deal with aggressive timelines and the associated pressure
Ability to speak and write in English (mandatory) and French (asset)
Ability to travel within the city (Las Vegas) will be needed when remote support is unavailable
Keep inventory of spare parts and backup systems
3+ years of experience with Windows OS - Desktop administration/configuration
1+ years of experience Printer support (install / configure)
1+ years of experience in Enterprise Wireless system configuration
Ability to travel within the city (as required by the business)
Experience in support of end user Phones / workgroup management (VoIP / ShoreTel)
Experience with Thin Client hardware
Server patching and maintenance experience
VMWare familiarity
Windows Server – 2008/2012
Windows Terminal Server 2008
A fundamental understanding of Disaster Recovery / Backup, Storage Arrays, Software Patch Management, Networking, Firewall configuration, Wireless configuration
1-2 years of experience providing Service Desk phone support. Experience answering phones and using a ticket tracking system to log support requests
Basic technical break/fix computer skills with Microsoft Operating Systems: Microsoft XP, Windows 7, Microsoft Office 2003, 2007, 2010, and other Microsoft Productivity Tools
Skilled with anti-virus software, adware, spyware removal
Basic understanding of LAN/WAN/Networking concepts and troubleshooting tools: including networking and routing
Can demonstrate network troubleshooting techniques; including TCP/IP tools. Preferred/Desirable: Healthcare experience and health information systems are preferred
Experience with client-server applications such as Crystal Reports, Cognos, & Facets preferred Certification or Conditions of Employment
Pre-employment background check Competencies, Skills, and Attributes
Excellent phone support skills with the ability to troubleshoot, log ticket information, and communicate effectively. Skilled with anti-virus software, adware, spyware removal
Ability to answer phones and provide support while delivering excellent customer Service
Service Desk Analyst I provides entry level technical support for End Users
The analyst is required to answer calls, open and escalate tickets, triage and troubleshoot level 1 support issues
They will be responsible to route tickets accordingly to level 2 and 3 support staff within IT
They will monitor email boxes and open tickets and provide level 1 support accordingly
The individual will be required to perform password resets, printer support, and imaging as needed, and other duties as they apply
Responsible for excellent customer Service delivery
Must have consistent attendance and punctuality. Needs to be flexible on covering shifts and or traveling to remote sites on occasion should the need arise
Answer Service Desk phone calls promptly and apply support skills with the ability to troubleshoot, log ticket information, and communicate effectively
Open tickets, triage and route tickets accordingly to level 2 and 3 staff Place support calls for printers and computers to vendors
Monitor Service Desk email boxes and handle level 1 requests
Create and send messages to End Users when a service (s) is unavailable or to announce planned downtime .Perform password resets, account activations, update email distribution lists
Escalate issues that are deemed to be ‘critical’ .Consolidation of tickets related to “chronic” issues into a Master Ticket
Provides emergency 24X7 technical support as needed with some travel required
Desire to build capabilities in functional and/or automated testing
Desire to build capabilities IT Operations support
Career development and Deloitte provided training
Military experience a huge plus
Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), and Adobe Acrobat
This role is located in Mechanicsburg PA
Provide technical and functional application support via telephone, electronic mail and in-person
Serve as a point of contact for all client support requirements
Provide accurate and detailed problem documentation and problem escalation to ensure timely resolution
Work closely with Technical Infrastructure team
Desktop and Laptop configuration of computers, printers, blackberries, etc.,
Software and application Installation and support
Other duties as required by the business
Windows 7 professional
Microsoft Office Products i.e. 2010 office, Visio, Access and Projects
Desktop and Laptop Hardware
Anti-Virus (Symantec, Malware)
Hardware Security
Customer Service and communication skills
Minimum new grad from IT related program from Community Colleges and/or University
OS Experience – Windows
Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook), and MS Windows XP & Windows 7 Strengths
Must be able to handle 30-35/calls per day
Support several thousand users in multiple locations
Support of Active Directory (Password Resets, Create/Delete new users, adjusting permissions, etc)
Strong documentation ability and experience with a formal ticketing system (ServiceNow, Bomgar, Remedy, etc)
VPN Experience
Degree (BS or AS) from an accredited institution highly preferred
Desktops/laptops
Operating systems (Windows)
Audio conference machines
Bilingual (French/English) tickets
Pocket PC's and POS systems
Network connectivity
1) 1-4 years in a customer service/support role (handling users over the phone, 30-40 calls on average a day - password set ups, network connectivity issues and POS support
2) Must be able to type at least 40 WPM and have excellent multitasking skills
3) Proven experience working with Non technical users (This person will be supporting the restaurant owners and franchisees - need to have a patient and understanding approach and can dumb down technical terms)
Troubleshoot and fix escalated issues effectively and efficiently
Act as a technical lead to provide expertise to team members and to the business
Able to train users, in person and remotely, on basic computer usage
Test and validate new hardware and OS for existing business applications
Create and administer PC images
Manage support requests (AHS)
Monitor performance and availability of systems with active and manual tools and processes
Interface with associated IT staff
Support as required IT Team technical and administrative activities
Bachelor’s Degree in Information Technology or equivalent work experience
Minimum 4 years’ experience working in a modern Microsoft systems environment and progressive experience with Network Administration
MCP or higher MS Certification is a plus
Servers and Workstation (Server 2003,08,12, XP & Windows 7,10)
Knowledge of network cabling and network room build outs
Strong understanding and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies, domain controllers
Strong understanding of AV technologies and experience of their administration
Understanding and applying Active Listening
Understanding and ability to ask Open-Ended/Close-Ended/Probing Questions
Ability to teach complex topics

Related Job Titles

11 Technical Support Resume Examples and Templates for Your Successful 2024’s Job Search

Our Resumes are featured in

• Provided comprehensive technical support to customers, resolving over 90% of issues in the first contact, leading to a 30% reduction in ticket escalations.
• Led the effort to document and streamline troubleshooting procedures, resulting in a 20% decrease in resolution time for common issues.
• Managed and prioritized the ticket queue, handling 50+ tickets daily, ensuring timely responses and resolutions.
• Collaborated with engineering teams to identify and resolve systemic issues, reducing recurring technical problems by 40%.
• Presented weekly status reports to management, highlighting key metrics and areas for improvement, leading to actionable insights.
• Developed training materials and conducted onboarding sessions for new team members, increasing team productivity by 25%.
• Assisted in managing the support ticket queue, providing timely responses to customer inquiries and technical issues.
• Conducted initial troubleshooting steps for hardware and software issues, escalating complex cases to second-level support.
• Documented customer interactions and resolutions in the CRM system, ensuring comprehensive case records.
• Received commendations for exceptional customer service skills, maintaining a customer satisfaction rating of 95%.
• Collaborated with senior support specialists to develop and refine troubleshooting guides, improving overall team efficiency.
• Provided first-line technical support for university staff and students, resolving issues related to software, hardware, and network connectivity.
• Implemented and maintained knowledge base articles, resulting in a 15% reduction in repeat inquiries.
• Facilitated the setup and maintenance of computer labs and classroom technology, ensuring optimal performance for academic use.
• Monitored system performance and proactively addressed potential issues, contributing to a 25% decrease in downtime.

Technical Support professionals are the unsung heroes of your everyday tech battles. They rescue you from the abyss of software malfunctions and hardware glitches, making the digital world navigable. Their expertise transforms chaos into functioning systems, vital for personal and business needs.

These specialists must be adept at problem-solving and possess exceptional communication skills. Employers value those who swiftly resolve issues and enhance user experience. Your Technical Support resume should precisely highlight these capabilities to stand out in the job market.

Director of Technical Support Services Resume Example

As the Director of Technical Support Services, you're responsible for ensuring that your team provides top-notch support and maintains high customer satisfaction. Your resume should highlight your experience with team management, customer escalations, budgeting, and process improvement. It's important to showcase your knowledge of various technologies like CRM systems, ticketing tools, and cloud services. Don't forget to emphasize your soft skills such as conflict resolution, communication, and adaptability. Remember, successful Technical Support resumes should strike a balance between technical expertise and people management.

Technical Support Team Lead Resume Example

As a Technical Support Team Lead, you’re in charge of guiding the support team, solving complex user issues, and coordinating with other departments. Your resume should show skills in team management, troubleshooting, project coordination, and a detailed understanding of software and hardware support processes. It’s vital to spotlight your expertise in critical technologies like SQL, operating systems, and cloud services. Add soft skills like communication, conflict resolution, and patience, as they’re key for managing a team and handling customer interactions. Always remember, your resume’s efficiency speaks louder than its fluff, so keep everything relevant and concise.

Senior Technical Support Engineer Resume Example

Senior Technical Support Engineers are responsible for resolving complex technical issues, ensuring customers have a seamless experience with the company’s products. On your resume, highlight your troubleshooting skills, client communication, system monitoring, and experience with incident management. Broad knowledge in network protocols, operating systems, and proficiency with tools like SQL and Python is essential. Your soft skills should include excellent problem-solving capabilities, strong communication, and a high level of empathy when assisting clients. The big thing to remember is to showcase how effectively you can blend technical know-how with customer service excellence.

Technical Support Analyst Resume Example

A Technical Support Analyst in a company is responsible for troubleshooting and resolving software and hardware issues to keep operations running smoothly. Your resume should reflect experience with system diagnostics, customer service, and issue resolution, highlighting any impactful projects or significant achievements in these areas. Include your proficiency in tools like SQL, Microsoft Office Suite, and incident management software, as these hard skills show that you're technically adept. Don't forget to mention your communication abilities, patience, and problem-solving mindset since these people skills can set you apart from other candidates. Remember, a succinct, clear presentation emphasizing relevant experience and skills can significantly boost your chances of getting the job.

Entry-Level Technical Support Representative Resume Example

Entry-Level Technical Support Representatives are pivotal in helping customers troubleshoot and resolve technical issues within a company. Their resumes should list responsibilities such as providing first-line support, managing customer queries, and maintaining logs of issues reported and resolved. Highlight skills in areas like networking, basic scripting, and familiarity with software tools like ticketing systems or CRM platforms. You should also mention soft skills like clear communication, patience, and a customer-focused attitude to show you can handle client interactions effectively. Always remember to tailor your Technical Support resume to reflect how your experience and skills match the job description you're applying for.

IT Technical Support Officer Resume Example

Your role as an IT Technical Support Officer is crucial in ensuring the smooth operation of your company's computer networks, hardware, and software. Your resume should prominently feature responsibilities such as troubleshooting technical issues, maintaining IT infrastructure, and providing user support and training. Highlight hard skills like proficiency with network protocols, operating systems, and specific software applications relevant to the job you're aiming for. Additionally, include soft skills such as patience, effective communication, and the ability to work well under pressure to solve user problems efficiently. Always remember that your resume should reflect your capacity to handle both technical and interpersonal challenges effectively.

Technical Support Specialist Resume Example

Technical Support Specialists are responsible for resolving technical issues and maintaining the IT systems within a company. On your resume, you should include responsibilities like troubleshooting software/hardware, providing user support, and implementing system updates. Highlight your proficiency in technologies such as Windows OS, Linux, network configurations, and various troubleshooting tools. Also, showcase soft skills like excellent communication, patience, and the ability to work well under pressure. Remember, your resume should clearly demonstrate your ability to solve problems and assist users effectively.

Technical Support Manager Resume Example

A Technical Support Manager in a company is responsible for leading and guiding the support team to resolve technical issues effectively. Your resume should list key responsibilities such as troubleshooting technical problems, mentoring staff, and implementing support strategies. Highlight technical skills like proficiency in various operating systems, database management, and network configuration. Soft skills are just as crucial—show your ability to communicate with empathy, solve problems under pressure, and manage team dynamics. Remember, your resume must clearly reflect your capability to bridge the gap between technical issues and customer satisfaction.

Technical Support Operations Supervisor Resume Example

You'd be responsible for managing your team, resolving tech issues, and keeping customers satisfied in the role of Technical Support Operations Supervisor. Your resume should list responsibilities such as leading support teams, improving processes, and ensuring high levels of performance. Highlight the hard skills you’ve mastered, like different software tools, network troubleshooting, and system administration. Make sure you also showcase your people skills – effective communication, leadership, and conflict resolution. Remember, your technical support resume should strike a good balance; it needs to clearly show both your technical abilities and your knack for managing people.

Technical Support Associate Resume Example

A Technical Support Associate answers your queries and fixes tech issues within your company. Your resume should definitely list duties like resolving tickets, providing user support, and maintaining hardware and software systems. It's a good idea to highlight your knowledge in using tools such as SQL, Linux, and different ERP systems. People skills like effective communication, patience, and problem-solving abilities are equally important. Remember, your resume needs to clearly show both your technical prowess and your ability to work well with others.

Looking for more specific tips? Check all related jobs’ resume guides here:

Technical Support Specialist resume
Senior Technical Support Engineer resume
Technical Support Analyst resume
Entry-Level Technical Support Representative resume
Technical Support Team Lead resume
Technical Support Manager resume
IT Technical Support Officer resume
Technical Support Associate resume
Technical Support Operations Supervisor resume
Director of Technical Support Services resume

The most important tips for Technical Support resumes:

Focus on relevant sections: Dedicate sections to your technical skills, job experience, and any certifications rather than generic soft skills. Make your resume tailored to technical support by highlighting specific tools and software you are proficient in. Recruiters scan for these sections quickly, so make them prominent and easy to find.

Showcase specialized skills: Pick out and emphasize skills that make you unique among other candidates. Include knowledge of specific operating systems, ticketing systems, and remote desktop applications. Detail your experience with troubleshooting hardware and software issues.

Select a clear format: Use a clean, professional format without excess graphics or fancy fonts. A straightforward layout with bullet points helps recruiters digest your information efficiently. Consistency in fonts, font sizes, and spacing reflects your attention to detail.

Limit your resume length: Keep it concise and avoid going beyond one or two pages. Focus on your most recent and relevant work experience and technical skills. A clutter-free resume will stand out much better in the initial screening process.

Structure for readability: Use headings and subheadings logically to organize information. Sections like Summary, Technical Skills, Professional Experience, and Education should be clear and well-defined. This structure guides the recruiter's eye and makes your resume easier to navigate.

Show impact with specific achievements: Instead of listing roles and responsibilities, mention specific goals you achieved. Quantify your results where possible, detailing how you improved processes or resolved high-ticket issues. This demonstrates your practical impact in previous roles.

Must-Have Sections on a Technical Support Resume:

When crafting a Technical Support resume, it's important to focus on sections that highlight your skills, experience, and ability to solve technical problems efficiently.

Contact information: your name, phone number, and email should be at the top. This is the basic yet vital section as it gives potential employers an immediate way to reach you. Ensure this section is updated and includes professional contact details.
Summary statement: provide a snapshot of your skills and experience. A concise overview reveals your strengths and objectives. Tailor this to the job you’re applying for to grab the hiring manager's attention.
Work experience: list your previous roles, duties, and accomplishments in reverse chronological order. This section helps illustrate your hands-on experience and how you’ve handled technical challenges. Quantify your achievements to make them stand out.
Technical skills: detail the software, tools, and technologies you know. Employers look for specific proficiencies that align with their needs. Categorize them to make it clear and easy to read.
Education: include your degrees, certifications, and relevant coursework. This showcases your qualifications and commitment to ongoing learning. Mention any honors or projects that are relevant.

Beyond the basic sections, it's helpful to include additional sections that reinforce your skills and experience.

Certifications and training: list relevant certifications and training sessions you’ve completed. This demonstrates your dedication to staying current in your field. Make sure these align with the job you’re seeking.
Achievements: highlight specific accolades or milestones in your career. This shows employers you’ve been recognized for excellence in your field. Awards or notable accomplishments add depth to your resume.
Volunteer experience: mention any relevant volunteer work. This adds personality and showcases your willingness to help others. It can also highlight skills or experiences not covered in your paid work.

How to Write Your Technical Support Resume Experience Section

Writing a strong Technical Support resume can set you apart in a competitive job market. Highlighting your experience in troubleshooting, customer service, and technical skills is key. Employers want to see clear evidence of your problem-solving abilities and your capacity to maintain strong client relations. Here are some practical tips to improve your work experience section:

Start each entry with a strong action verb, such as "resolved," "troubleshot," or "assisted" to show your proactive role. This will help in making your duties and achievements stand out. Make sure these verbs are specific to technical support.
Include quantified achievements. For instance, mention how many tickets you resolved weekly or the percentage of customer satisfaction you contributed to increasing. Numbers help to provide a clear, impactful narrative.
Mention the tools and software you have experience with. Name the ticketing systems, CRMs, and any other platforms that are relevant. This shows your readiness to fit into the new role seamlessly.
Focus on customer service achievements. Technical support is not only about solving problems but also about ensuring a positive customer experience. Highlight instances where you received positive feedback or achieved high customer satisfaction ratings.
Detail complex issues you've resolved. Be specific about the types of problems you handled and your approach to solving them. Employers appreciate candidates who can manage intricate and challenging issues.
Describe your teamwork and collaboration experiences. Technical support often involves working with different departments to resolve issues. Mention instances where you effectively worked with others to reach solutions.
Emphasize continuous learning and certifications. If you pursued ongoing education or earned certifications related to technical support, list them. This shows your commitment to staying updated in your field.
Showcase your communication skills. Technical support requires clear and effective communication, both written and verbal. Highlight your ability to convey technical information to non-technical users.
Include problem-solving examples. Talk about times when you went above and beyond to find solutions. This shows your resourcefulness and dedication to customer satisfaction.
Highlight your efficiency. Mention how you streamlined processes or improved response times. Efficiency is highly valued in technical support roles and shows your capacity for optimizing workflows.

Next, we will provide examples of quantifying your experience, identifying key responsibilities HR managers seek, and tailoring your resume to specific job descriptions for a more impactful application. If you're eyeing an entry-level or intern position, we'll also cover strategies to highlight your potential despite limited experience.

Examples of How To Quantify Your Experience

Resolved an average of 50+ technical support tickets daily, reducing overall backlog and improving customer satisfaction by 35% within one quarter.
Implemented a new ticket triage system that decreased resolution time by 40%, leading to a 20% increase in customer retention rates.
Automated routine support tasks using custom scripts, saving the team over 200 hours per month and improving efficiency by 25%.
Conducted 100+ end-user training sessions on new software features, resulting in a 70% reduction in repetitive support queries.
Monitored and analyzed support call metrics, identifying key issues to develop targeted training programs, which reduced escalations by 15%.
Led a team of six support engineers to achieve a 99.8% customer satisfaction score over a period of six months, enhancing overall service quality.
Reduced system downtime by 30% through proactive monitoring and early issue detection using advanced diagnostic tools.
Implemented a comprehensive feedback system that captured user insights, driving a 15% improvement in troubleshooting protocols.
Achieved a first-call resolution rate of 85%, improving from 60%, by optimizing troubleshooting scripts and continuous training.
Orchestrated a migration project affecting 5000 users with zero reported incidents, ensuring business continuity and customer satisfaction.
Developed and maintained a knowledge base that reduced average ticket handling time by 25%, accelerating problem resolution for end-users.
Integrated a live chat support feature, improving initial response time to under 2 minutes and boosting overall user engagement by 50%.
Analyzed monthly support data to identify trends, subsequently reducing recurring issues by 20% through targeted interventions.
Enhanced security protocols, resulting in a 40% reduction in security-related incidents and bolstering network integrity.
Optimized hardware and software deployment processes, reducing rollout times by 50% and minimizing disruptions to end-user productivity.

Job Description Bullet Points on Technical Support Resumes:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to email messages, and phone calls and chat requests for technical support in a timely and professional manner.
Troubleshoot and resolve technical issues by diagnosing hardware and software problems and replacing defective components when necessary.
Install, modify, and repair computer hardware and software systems as requested by users and technical manuals.
Follow up with customers to ensure their systems are fully functional after troubleshooting and repairs have been completed.
Document reported issues, steps taken to resolve them, and outcomes in the support ticketing system for future reference and knowledge sharing.
Escalate unresolved issues to higher-level technical support or specialized teams for further investigation and resolution.
Create and maintain technical documentation, user manuals, and support guides to assist users in troubleshooting common issues independently.
Maintain an inventory of equipment, software, and licenses, ensuring adequate supplies are available and properly documented.
Conduct regular system maintenance and software updates to enhance performance, security, and reliability of computer systems.
Assist in onboarding new employees by setting up accounts, configuring workstations, and providing necessary technical training.
Collaborate with other IT team members and departments to ensure seamless integration and operation of technology across the organization.
Monitor system performance and user activity to maintain system efficiency and detect potential issues before they escalate.
Provide training and support for employees on new technology and software, ensuring they are comfortable and productive with the tools provided.
Participate in continuous learning and professional development to keep up-to-date with the latest industry trends, techniques, and best practices.

How to Tailor Your Technical Support Resume To the Job Description:

Cross-reference the job description with your tasks by using the same keywords and phrases they have. For example, if they need someone experienced in “ticketing systems,” make sure this phrase is prominently used. Your goal is to mirror their language to highlight your relevance.
Describe your previous job roles by focusing on tasks that match what's being asked. If the description mentions troubleshooting, talk about your troubleshooting success stories specifically. Tailoring ensures that the most relevant experiences shine through.
Quantify your achievements where possible to align with the job’s requirements. If they seek proven technical support efficiency, mention detailed stats or percentages showing your contributions. Numbers are hard to ignore and make your resume stand out.
Include your experience with specific tools or software systems named in the job posting. This might mean spotlighting your expertise with specific CRM systems or ticketing software. Making these tools evident in your experience can make your application more promising.
Use examples from your past job roles that reflect the responsibilities mentioned. If customer satisfaction is a key point, share specific instances of how you improved it. This can show the employer that you’ve handled similar tasks effectively before.
Highlight your soft skills in a way that aligns with the company’s culture if mentioned. Communication or team collaboration might be emphasized, so provide concrete examples of when you’ve demonstrated these skills. This adds another layer of compatibility to your candidacy.

How to Write Your Resume Summary/Objective Section

Writing an excellent resume for a Technical Support position requires a concise and effective introduction. For those early in their career, the resume objective should showcase enthusiasm and foundational skills geared towards the role. This section can set the tone for the entire resume by highlighting your eagerness to dive into the world of technical support and help users solve their tech problems swiftly and efficiently. Below, we’ll guide you on how to craft a powerful resume objective that grabs attention and makes a strong first impression.

If you're wondering whether to include a resume summary or objective, here’s a quick tip: use a summary when you have extensive experience relevant to the role. A resume objective is ideal for those with limited experience who want to spotlight their potential and desire for growth. For a technical support position, early-career applicants should leverage an objective to emphasize their foundational skills and readiness to contribute. Now, let’s look at some tips to help you write a compelling resume objective for a technical support position.

Highlight your passion for solving technical problems and improving user experiences. Discuss how you’ve developed this interest through specific courses, projects, or experiences. Make sure to convey enthusiasm and eagerness to apply your knowledge in a professional setting.
Showcase specific technical skills that align with the job requirements. Include proficiency in troubleshooting hardware, software, and network issues. Mention any relevant certifications or training you have completed.
Emphasize your strong communication abilities. Highlight your capability to explain technical details to non-technical users. This is vital for ensuring users feel supported and understood.
Include any customer service experience to underline your people skills. Even non-technical roles can demonstrate your ability to assist users effectively. Focus on your patience and problem-solving approach.
Mention your adaptability and eagerness to learn new technologies. Explain how you quickly grasp new systems and software. This shows that you’ll stay current with technological advancements.
Discuss your teamwork and collaboration experience. Reference scenarios where you worked well within a team to resolve issues or improve processes. This shows your ability to function well in a collaborative environment.

Next, we’ll show you some actual examples of resume objectives to illustrate how you can put these tips into practice and create a compelling introduction for your technical support resume.

Resume’s personal statement examples:

Experienced Technical Support Specialist with over 5 years of expertise in diagnosing and resolving hardware and software issues. Proven ability to improve system performance and enhance user experiences through effective troubleshooting and excellent communication skills.
Dedicated Technical Support Engineer with a strong background in network management and customer service. Adept at identifying and solving technical problems efficiently and providing tailored solutions to meet customer needs. Proficient in multiple operating systems, including Windows, macOS, and Linux.
Objective: To secure an entry-level Technical Support position where my technical knowledge, enthusiasm, and problem-solving abilities can contribute to exceptional customer service and IT support. Eager to learn and develop skills in a dynamic technological environment.
Results-driven Technical Support Analyst known for delivering top-notch service and support. Expert at diagnosing technical issues, implementing effective solutions, and conducting user training. Strong communication skills and a deep commitment to improving user satisfaction.
Objective: Seeking an Intern position in Technical Support to apply my academic background in Information Technology and gain practical experience. Motivated to assist senior staff and contribute to the efficiency and effectiveness of the IT support team.
Highly skilled Technical Support Specialist with a comprehensive understanding of network protocols, system administration, and software applications. Recognized for a methodical approach to troubleshooting and a high rate of successful issue resolution. Strong interpersonal skills to improve client relationships and service delivery.

Top Resume Skills for Technical Support

Technical Support roles demand a unique blend of abilities, knowledge, and qualifications. Being adept with various software and hardware is just the beginning. Strong problem-solving skills are essential as they allow you to address diverse user queries effectively. Another vital component is customer service prowess which helps in managing user frustrations and building positive experiences.

Highlight specific software and hardware proficiencies relevant to the job requirements; mention the tools you are comfortable with. Include any certifications you have that speak to your expertise. This helps employers understand your technical compatibility with their systems.
Emphasize your troubleshooting skills by giving concrete examples; illustrate how you have resolved specific issues in past roles. Show how your problem-solving abilities have led to improved system performance or client satisfaction. This builds trust in your capacity to handle future challenges.
List your customer service skills clearly and concisely. Mention any instances where you provided exceptional service, leading to happy customers. Offer insights into your communication strategies and how they help in managing difficult situations.
Don't forget to include your teamwork capabilities. Highlight projects where collaboration was key to success. Mention how you coordinate with different departments to ensure comprehensive support solutions.
Include your capacity for learning and adapting to new technologies quickly. Share any recent training or self-learning courses you’ve undertaken to keep up with industry changes. Employers appreciate candidates who are proactive in their professional development.
Mention your documentation and organizational skills. Cite examples of how meticulous record-keeping has helped keep tech support streamlined. This can include creating user manuals or maintaining detailed issue logs and resolutions.

With that said, let's check out a list of skills you might want to include in your Technical Support resume.

Top Hard Skills for Technical Support Resumes

Network Troubleshooting
System Administration
Active Directory
Virtualization
Remote Desktop
Help Desk Software
Ticketing Systems
VPN Configuration
Cloud Services
Email Administration
Hardware Repair

Top Soft Skills for Technical Support Resumes

Communication
Problem Solving
Adaptability
Time Management
Attention to Detail
Customer Service
Stress Management
Critical Thinking
Multitasking
Conflict Resolution
Active Listening
Dependability

Include a Technical Support Cover Letter for a Stand-Out Application

Cover Letter Writing Tips for Technical Support Applicants

Applying for a Technical Support role significantly raises the stakes of needing a strong and compelling cover letter. A well-crafted cover letter is paramount because it introduces you and your unique qualifications to the hiring manager. Moreover, it complements your resume by providing context and detail that a list of bullet points cannot fully capture. For those looking to secure a job in technical support, the cover letter gracefully bridges your experience with the requirements of the role.

Highlight relevant experience directly related to technical support to make your skills pop off the page. Describe specific incidents where your problem-solving abilities made a significant impact. This can give a more vivid illustration of your capabilities.
Mention your familiarity with troubleshooting methodologies because employers need to know you're equipped for the job. Detail the techniques you've applied in past roles. This demonstrates a practical understanding of essential job functions.
Include your experience with customer service as tech support is about resolving user problems effectively. Talk about times when you helped customers resolve their issues quickly. Show that you can maintain a calm and helpful demeanor under pressure.
Reference specific software, tools, or systems you've worked with. Name the systems directly to show your hands-on experience. This can be especially impressive if the tools are industry-standard or directly relevant to the job you're seeking.
Be clear about your ability to work within a team and independently. Mention specific instances where collaboration led to successful outcomes. Employers value applicants who can balance teamwork with self-sufficiency.
Express your enthusiasm for continued learning and professional development. Share examples of courses taken or certifications earned. This shows that you're committed to staying current in your field.
Provide examples of how you've handled high-pressure situations. Discuss what you did and the results of your actions. This can highlight your ability to remain effective even when things don't go as planned.
Discuss your passion for technology and problem-solving to make your interest clear. Point to past projects or personal endeavors that underscore this enthusiasm. This authentic interest can make you stand out to hiring managers.
Share your approach to managing time and tasks effectively. Describe how you prioritize job responsibilities to keep things running smoothly. Employers appreciate candidates who can juggle multiple responsibilities efficiently.
Close with a strong statement of your interest in the role and your readiness to contribute. Reiterate how your skills and experiences align with the job. End with a positive note, inviting the employer to contact you for an interview.

Next, consider how to align your cover letter with your resume.

Frequently Asked Questions

Should my technical support resume be one page or longer.

If you have less than 10 years of experience, it's often best to keep your Technical Support resume to one page. This keeps your information concise and easy for hiring managers to review quickly. However, if you have significant experience or a diverse skill set, extending to two pages may be necessary to comprehensively showcase your abilities.

What is the best format for a Technical Support resume?

For a Technical Support resume, the reverse-chronological format is usually most effective. This format allows you to list your work experience starting from the most recent position, making it easy for employers to track your career progression and recent accomplishments. It also emphasizes your continuous work history, which is advantageous if you have steady experience in the field.

What should I highlight on my Technical Support resume to stand out?

To make your Technical Support resume stand out, highlight your technical skills, problem-solving abilities, and customer service experience. Providing examples of how you've successfully resolved complex technical issues or improved systems in previous roles can show potential employers your capability. Mentioning any certifications or ongoing training can also demonstrate your commitment to staying current in the field.

What are some action verbs I should use on my Technical Support resume?

Some effective action verbs for a Technical Support resume include 'resolved,' 'troubleshot,' 'configured,' 'implemented,' 'optimized,' 'instigated,' and 'facilitated.' Using these verbs helps to clearly articulate the specific actions you took in your previous roles, making your resume more engaging and straightforward for hiring managers to understand your contributions.

For more inspiration, why not check out our free resource of job-focused resume examples?

Writer people breathe life into stories and ideas, crafting worlds with their words. They are the unsung architects of imagination, shaping narratives that inspire and inform. These individuals offer unique perspectives, turning the mundane into moments of magic. To excel, writers must have a mastery of language, creativity, and an eye for detail. You'll find them valued for their ability to communicate clearly, work under deadlines, and adapt to various formats. Your Writer resume should highlight your versatility and knack for engaging storytelling.

Commodity Manager

How to Format Your Resume When creating a resume for a commodity manager position in 2024, it's important to be aware of certain formatting considerations. First and foremost, keep your resume concise and focused. Recruiters and hiring managers are busy, so a lengthy resume won't hold their attention for long. Aim for a one-page resume, but if you have extensive relevant experience, a two-page resume may be acceptable. *However, prioritize quality over quantity, ensuring that each piece of information you include is relevant and impactful.* Design is another crucial aspect of your resume. Keep it clean, professional, and easy to read. Use a font that is legible both on screen and in print, such as Arial or Calibri. *Bold or italicize headings and subheadings to make them stand out and guide the reader through your resume.* Utilize bullet points to present information in a concise and organized manner. Avoid overusing colors or graphics, as they can distract from the content. Lastly, choose a format that highlights your strengths and suits your experience. Reverse chronological format is widely preferred for commodity manager resumes as it emphasizes your most recent and relevant experience. However, if you have significant accomplishments in the past that are worth highlighting, a functional or combination resume format may be more suitable. Sections to Add to Your Resume In addition to the standard sections like contact information, summary, work experience, and education, there are a few sections that are particularly relevant for commodity managers: 1. **Technical Skills**: Include a separate section to list relevant technical skills such as proficiency in supply chain management software, data analysis tools, and procurement systems. 2. **Certifications**: Commodity managers often have certifications specific to their field, such as Certified Supply Chain Professional (CSCP) or Certified Professional in Supply Management (CPSM). Listing these certifications can enhance your credibility and demonstrate your commitment to professional development. 3. **Achievements**: Highlight your notable achievements in previous roles. This can include cost savings or efficiencies achieved, successful supplier negotiations, or process improvements. *Using specific numbers or percentages to quantify your accomplishments can make a strong impact.* While not mandatory, the following sections can also be valuable additions to your commodity manager resume: - **Languages**: If you are proficient in multiple languages and it is relevant to the job, include a section to showcase your language skills. - **Professional Associations**: Mentioning your membership in industry-related professional associations, such as the Institute for Supply Management (ISM), can convey your dedication to staying informed and connected within the field. Writing about Your Experience using the Context-Action-Result Framework To effectively showcase your experience as a commodity manager, it's recommended to utilize the Context-Action-Result (CAR) framework. This framework allows you to provide concise and impactful bullet points that highlight your achievements and demonstrate your capabilities. Here's an example of how to apply the CAR framework to a commodity manager resume: - **Context**: Managed strategic sourcing for a global manufacturing company with an annual spend of $100 million. - **Action**: Developed and implemented a supplier consolidation strategy, reducing the supplier base by 30% and achieving cost savings of $2 million annually. - **Result**: Streamlined procurement processes, improved supplier performance, and increased overall supply chain efficiency. By clearly outlining the context, action taken, and resulting outcomes, you provide concrete evidence of your abilities and the value you can bring to a new employer. Key Takeaways 1. Keep your commodity manager resume concise, focused, and well-designed. Prioritize quality over quantity, and ensure it is easy to read. 2. Include sections like technical skills, certifications, and achievements to showcase your expertise and accomplishments. 3. Utilize the CAR framework when describing your experience. Clearly state the context, action taken, and results achieved to demonstrate your skills and impact. 4. Tailor your resume to the specific job requirements and use keywords relevant to the commodity management field. Remember, your resume is your ticket to landing an interview. Make sure it effectively highlights your skills, accomplishments, and potential as a commodity manager.

Client Service Manager

When creating a resume for a Client Service Manager position in 2024, there are certain aspects you need to be aware of to ensure your resume stands out. Pay attention to the following: Length: Keep your resume concise and focused. A one-page resume is usually sufficient unless you have extensive experience. Design: Choose a clean and professional resume design that reflects your attention to detail. Avoid using fancy fonts or excessive colors that may distract the hiring manager. Format: Use a reverse-chronological format to highlight your most recent experience first. This allows employers to quickly see your relevant work history. When applying for a Client Service Manager position, it is important to include key sections that showcase your skills and qualifications. Consider adding the following sections: Summary: Provide a brief overview of your professional background and highlight your key achievements in client service management. Experience: Detail your relevant work experience, using the Context-Action-Result (CAR) framework to showcase your accomplishments. Skills: Highlight your relevant technical and soft skills, such as customer relationship management, problem-solving, and leadership abilities. Education: Include your educational background, focusing on any degrees or certifications that are relevant to the role. Awards and Certifications: If you have received any industry awards or relevant certifications, list them in a separate section to demonstrate your expertise. References: Optional, but if you have the space, include references or a statement indicating that references are available upon request. The Context-Action-Result (CAR) framework is a powerful way to highlight your experience and accomplishments as a Client Service Manager. Here are some examples of bullet points using this framework: Context: Managed a team of 10 client service representatives in a fast-paced financial services organization. Action: Developed and implemented a training program focusing on improving customer satisfaction and reducing response times. Result: Increased customer satisfaction ratings by 25% and achieved a 20% reduction in average response times within six months. Context: Oversaw a portfolio of high-value clients, ensuring their needs were met and expectations exceeded. Action: Implemented a proactive outreach strategy to maintain regular communication and identify additional service opportunities. Result: Increased client retention rate by 15% and upsell revenue by 10% within one year. As a Client Service Manager, crafting a well-formatted resume is crucial to catch the attention of potential employers. Remember these key takeaways: Keep your resume concise and focused, using a clean and professional design. Include sections such as a summary, experience, skills, education, awards/certifications, and optional references. Use the CAR framework to highlight your accomplishments and show the impact you made in previous roles. By following these guidelines, you can create a winning resume that showcases your abilities and lands you the Client Service Manager position you desire.

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Tech Support Analyst Resume Samples
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Technical Support Analyst Resume Samples
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