Overnight Technical Support Specialist

2 weeks ago

Minneapolis, United States EQ Holdings Inc. Full time

** Overnight Technical Support Specialist**

**Job Category****:** Information Technology **Requisition Number****:** OVERN01123 Showing 1 location **Job Details**

**Description**

**Essential Duties and Responsibilities include the following (Other duties may be assigned):**

* Demonstrates commitment to core values by leading, acting, and behaving in a manner consistent with these values.

* Maintain a high standard of customer satisfaction while following Equus policies, procedures, and warranties.

* Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.

* Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.

* Maintain working knowledge of companys products, applications, and services.

* Create internal case, RMA, and service request transactions to ensure timely support of customers hardware technical issues and Equus warranty SLAs.

* Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.

* Document trouble-shooting procedures, status, and resolutions for all contacts.

**In addition to all Support Specialist duties and responsibilities, the overnight position will also require additional focus on:**

* Scheduling of field service work with international customers

* Coordination of material and labor shipments and scheduling to ensure customers receive prompt attention to their service requirements

* Working overnight repair escalations from field engineers to resolution

* Communicating and advising customers (both external and internal) of all aspects of repairs, and enforcing companys policies and procedures

**Essential Education, Skills and Experience:**

* AA or other 2-year technical degree in related discipline and 3+ years experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required.

* Additional technician certification such as, A+, Network +, Security + and MCSE preferred.

* Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required. Familiarity with Windows operating systems required.

* Requires attention to detail, clear and concise communication skills, and exceptional follow-through abilities to ensure that others are kept informed about developments, progress, problems and plans through consistent, effective communication.

* Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.

* Detailed troubleshooting, customer service, organization, and communication skills are essential.

* An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required. Also required is an ability to handle customers with tact and patience.

* Server hardware, software, and RAID configuration knowledge is required.

* Windows server administration and support is a requirement. Linux server administration and support and VMWare familiarity are highly desirable.

* Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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