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Senior Tier 3 Technical Support

3 months ago

Sacramento, United States Zeektek Full time

We have a 6 month contract to hire for a Senior Technical Support Specialist onsite in Natomas


Candidates need to be a Sr Level Tier 3 candidate who has a depth of experience with AD, Operating Systems Support, Networking, proven customer support experience for company executives (White Glove Service), A/V and Telephony are a plus.


They are looking candidates who can provide real world examples on their resume to highlight achievements, the types of customer support, and if list technologies such as AD or Operating Systems, then provide examples of projects of what they did i.e, build, deploy, support etc. The examples on the resume should provide clarity of what they did with technologies they used.


Examples of being a SME, or Lead, or any other career achievements goes a long way.


Walk me through the day to day responsibilities of this the role and a description of the project (Outside of Workday JD):

  • Perform root cause analysis and provide documented resolution.
  • Perform software installs, updates, and upgrades for end-user equipment and work with various teams including network, telecom, audio/video, and facilities to provide site support.
  • Act as a technical resource and subject matter expert in one or more technical areas.
  • Provide a high level of customer satisfaction by establishing close relationships with support base, including VIP staff, and provide concierge level support for identified end-users.
  • Perform regular inventory audits and maintain high degree of quality assurance by following established asset management guidelines
  • Provide technical support for onsite and remote meetings and events
  • Participate in recurring new hire onboarding classes to assist and guide end-users on day-1 setup and configuration needs
  • Lead new hire onboarding classes by coordinating staff and delegating tasks
  • Work with Enterprise Conferencing department to provide support, monitor, and remediate Audio/Visual related issues.
  • Work with Print Configuration team and vendors to perform routine and critical maintenance to ensure operational readiness
  • Train staff and end-users on Audio/Video system usage and configuration

Describe the performance expectations/metrics for this individual and their team:

  • Respond to and resolve end-user support tickets within established SLA.
  • Practice diligent adherence to all standard operating procedures
  • Provide effective and detailed documentation in tickets and reports
  • Ability to engage proactively and work in a group or independently with little oversight

Tell me about what their first day looks like:

  • Complete required training, review department standard operating procedures,

What previous job titles or background work will in this role?

  • Senior technical support specialist

Any future projected positions potentially coming up? YES If yes, note: Expecting additional position to open up on 10/09/2023

Internal/External Groups with which the Candidate will interface:

Internal IT groups and Business side end-users

Required Skills/Experience:

3-5 years relevant experience

Preferred Skills/ Experience:

3-5 years relevant experience

1.

ServiceNow

1.

Apple operating systems, VDI Support

2.

Windows OS & Active Directory

2.

Necthink

3.

Audio/Video conferencing support, Print MFD Support

3.

SCCM

Education Requirement:

High School

Education Preferred:

Bachelors

Software Skills Required:

Office applications (Excel, Word, Outlook, PowerPoint), MS Teams

Required Certifications:

Preferred: HDI Desktop Advanced Support Technician (HDI-DAST) or equivalent

Required Testing:

Dell technic