Technical Support Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming help requests from end users through various channels including telephone, email, instant messaging, and Cases via Online CRM.

• Oversee and prioritize the handling of all site network tickets within Jira, creating "Top-List" focal points to ensure timely prioritization and resolution.

• Demonstrate the ability to efficiently prioritize and execute tasks in a high-pressure environment.

• Conduct post-resolution follow-ups on help requests and update tickets with pertinent information and status.

• Engage in ongoing activities such as monitoring the site infrastructure and overall health.

• Identify and familiarize oneself with the software and hardware utilized and supported by the organization.

• Provide on-call support coverage for customers, ensuring strong service-oriented communication for both internal and external clients.

• Capable of developing organized timelines based on chat transcripts and group calls.

• Possess experience in application and hardware support, whether in the office, in the field, or both.

• Willingness to travel up to 10%.

⛳️ Requirements

• An associate degree is required; a bachelor's degree is preferred.

• A minimum of 2 years of experience in troubleshooting and customer service environments is essential.

• Familiarity with enterprise-level ticketing systems, such as JIRA.

• Understanding of Active Directory concepts.

• Strong proficiency in using Microsoft Office applications.

• Knowledge of SQL, with the ability to create and/or modify SQL scripts.

• Exceptional multi-tasking abilities and prioritization skills, along with effective troubleshooting and problem-solving capabilities.

• Familiarity with command line and environment variables (Linux++).

• Experience in providing remote support for various systems through Remote Desktop, SSH, browsers, etc.

• Knowledge of VMWare or other server/desktop virtualization platforms and their management.

• Proficiency in troubleshooting TCP/IP-based networks, protocols, and understanding electrical schematics.

🏝️ Benefits

• Medical

• Dental

• Vision

• Disability

• 401K

• PTO