Technical Support Specialist - Ageatia Technology Consultancy Services
ALLEN, TX
About the Job
Job Description
- The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
- They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
- Communicate outages notifications and ticket statuses to customers
- Additionally, they will communicate actively with other departments detailing specific customer's issues.
- Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
- Self-assign and take ownership of tickets from queue
- Accurately document product issues and convey workarounds and fixes to customers.
- Follow procedures for internal escalation of issues to the appropriate internal teams.
- Track and resolve issues
- Interface with Tier 2 on customer issues and comments Help Maintain online Knowledge Base Provide Technical Assistance to Regional Sales Managers daily Answer after hours calls from customers
- Customer Advocate
- 2-3+ years of experience in IT helpdesk and/or application support role.
- Extensive Hardware, Software and Networking troubleshooting.
- Experience with RAID technologies and Virtual Disks.
- Experience with SQL Server queries and updates.
- Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
- Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
- Familiarity working with Azure Cloud and containers.
- Strong working knowledge of Active Directory, DNS.
- Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
- Strong working knowledge of various WIFI technologies and practices.
- Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
- Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
- Experience with writing PowerShell Scripts.
- Experience writing user friendly Knowledge Base Articles and FAQ's.
- One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
- Minimum High School degree. Information Technology College degree preferred Previous technical support/engineering/troubleshooting experience
Source : Ageatia Technology Consultancy Services
