The Senior Technical Support Specialist (Tier II) will be responsible for driving the highest possible level of customer satisfaction and loyalty post-sale, from implementation of our training and signage products through ongoing support, scheduled maintenance, problem diagnosis and resolution. The key to this role is to follow a disciplined technical approach to implementing effective support processes while maintaining and improving our impact with customers through concise, clear communication and urgent follow-up. This position will also work with the project management team to follow and update project progress, run reports, and ensure timelines are being met.
Required Skills
- Provide technical support for imaging, deployment, and ongoing maintenance support of Windows-based CBT computer systems
- Support of digital signage kiosks at locations throughout the U.S.
- Ensure that all phone calls and emails requesting assistance or information are immediately answered; problems outside of technical support are referred to the appropriate individual(s) through the creation of service tickets; urgent follow-up to make sure prompt action is taken
- Ordering, configuration, and installation of all customer equipment
- Support of technical infrastructure, documentation of processes, inventory, and updating documented procedures
- Work and negotiation with vendors when developing solutions for customers
- Works with 3rd party support vendors remotely to resolve issues at customer locations
- Performs other related duties and assignments as required.
- In depth knowledge of services, applications, and concepts such as Active Directory, DHCP, DNS, Group Policy, WINS, WSUS, PXE, Endpoint Encryption, Citrix, vSphere, P2V, P2P, Symantec Ghost, Symantec Endpoint, DLP, SCCM, Single Sign On, IT security best practices, VPN, remote access, automated software distribution and other enterprise tools
- XML experience desired
- Project Management experience a plus
Required Experience
- Bachelor’s degree in IT, computer science or related field
- Minimum 7 years’ experience as a Help Desk lead or Tier 2 technician
- Minimum 5 years’ experience with Windows Server and VM environment
- A+ or Network+ certifications required
- Experience with networking and Windows operating systems
- CCNA a plus, networking knowledge preferred
- Experience with VMWare, virtualization services and software is highly desirable
- Excellent customer service, verbal, and written communication skills
- Candidate must be capable of working with minimal supervision and demonstrate superior team skills
- Ability to multi-task and handle high pressure situations in a fast-paced environment
- Ability to follow-up with a sense of urgency and walk a customer through complete resolution of issues
- Travel required