Technical Support Specialist - Durham, United States - Optomi

Optomi Durham, United States

4 weeks ago

Technology / Internet

Description

Tier II Support Specialist (On-site)

*This position will require an on-site presence in Durham, North Carolina*

Optomi, in partnership with one of our premier clients, is seeking a Tier II Support Specialist to join their team This candidate will be responsible for Tier I software and hardware support of medium to high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite.

What the Right Candidate will Enjoy:

The opportunity to work with a rapidly growing company, with ample opportunities for advancement
The chance to work in environment focused on developing talent, collaboration, and diversity
The ability to work in a fast paced environment that will allow professional development and exposure to a wide variety of enterprise infrastructure tools

Experience of the Right Candidate:

Professional demeanor, strong customer relations skills.
Basic understanding of IP networking concepts, trouble-shooting and diagnostics.
Basic knowledge of Active Directory.
Basic understanding of web technologies and components.
Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
Intermediate knowledge of LAN/WAN networking and remote access technologies.
Aptitude for understanding and troubleshooting technical problems.
Ability to prioritize and perform a variety of concurrent tasks with minimal direction.

Responsibilities of the Right Candidate:

Provide Tier II software and hardware support of medium to high complexity on a daily basis via telephone, email, instant message, remote control tool or onsite.
Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.
Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per internal Standard.
Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.
Perform basic account access request fulfillment or incident management.
Configure, troubleshoot, and resolve basic remote access issues.
Perform new hire orientation related to PC set-up and use.

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