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Technical Support Technician II

4 months ago

Houston, United States INSPYR Solutions Full time
Title: Technical Support Tech
Location: Houston, TX (onsite)
Duration: Direct hire
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Title : Support Technician II
 
Functional Requirements
  • Genuine interest in helping people and patience to support non-tech savvy end users.
  • Attention to detail in handling and tracking technical issues.
  • Ability to work well independently and coordination with other departments including operations, software development, business development, etc
  • Able to speak to and support a multitude of customers, from operations to leadership
  • Excellent verbal skills and presentation; both in-person and over the phone
  • Excellent problem-solving skills and critical thinking
  • Forward, independent thinker – able to look beyond 'break/fix' to 'permanent resolution'
  • Able to stay organized amongst a diverse workload
  • Self-driven and self-motivated
Technical Requirements
  • Intermediate knowledge of Windows Operating Systems and troubleshooting; win7/win10
  • Intermediate understanding of Enterprise/ITIL-compliant ticketing systems; Primarily ServiceDesk Plus or ServiceNow
  • Intermediate understanding of networking; TCP/IP, DHCP, DNS
  • Intermediate understanding of security permissions and how they are applied
  • Intermediate understanding of mobile devices, primarily iOS
  • Basic understanding of Office 365 Management
  • Basic understanding of MDM (Mobile Device Management – Meraki SM/MS Endpoint)
  • Basic understanding of SIP/VoIP
Base Duties
  • 2 nd line of support for all end-user incidents/service requests
  • Filters and analyzes help desk tickets submitted via portal, email, sms, voice, etc.
  • 2 nd level of escalation, more in-depth troubleshooting knowledge required.
    • Break/fix (both remote & on-site)
    • Configuration issues
    • Software installations and in-depth configurations
    • Hardware repair
  • Root Cause Analysis (RCA) and Problem Management Lifecycle
  • CSI – Continual Service Improvement | Identify ways to push service forward
  • Account Management; Creation/Deletion/Security Groups/Licensing
  • Provides support to upper-level technicians
  • KB Building
  • Able to adhere to departmental processes/procedures/SLA's
  • Works with 3 rd party service providers as needed.
  • Travel