Technical Support Specialist

Technical Support Specialist

Job Description

Technical Support Specialist II (Contractor)

Job
The Technical Support Specialist II 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 the Product team and Engineering departments detailing specific customer issues.
Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
lf-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 Product team and Engineering 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

Experience and Skill Requirements
2–3+ years of experience in Technical Support and/or application support roles.
Experience in a remote technical support environment is a plus.
Foundational knowledge of ITIL is a plus.
Extensive Hardware, Software and Networking troubleshooting.
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.
Familiarity with client technology and products is a plus.
Strong troubleshooting, problem-solving and analytical skills.
Strong communication skills (verbal, written and presentation).
Good time management skills with the ability to set priorities and meet deadlines.
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 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
Linux
Windows OS experience and certification
CCNA
MCSE
CompTIA (Data Network)

Notes:

Work Schedule
Mon–Fri, hours can range from 7 AM to 6 PM
Will work 8 hours/day, 40 hours/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.