Technical Support Specialist

Technical Support Specialist

  Not Disclosed

  Allen, TX

  6.0 Months

  Not Disclosed

  Not Disclosed

  Transportation

Job Description

Tier I Tech Support Representative
Customer Advocate

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


Experience Requirements

· 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.

Education Requirements

· - 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

Skills HM is looking for:

Need to have either or both Linux and Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)

Note :

Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a week
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.