Technical Support Specialist

1 day ago

Eagan, Minnesota, United States BCforward Full time
Job Title: Technical Support Representative

We are seeking a highly motivated and experienced Technical Support Representative to join our team at BCforward. As a Technical Support Representative, you will be responsible for providing technical support and assistance to our clients, troubleshooting and resolving technical issues, and maintaining a high level of customer satisfaction.

Key Responsibilities:
  • Monitor and maintain large-scale computing infrastructure, including 300+ applications.
  • Determine the cause of alarms and take appropriate actions, including logging alerts, creating service tickets, and notifying stakeholders.
  • Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom).
  • Act as a service incident lead for issues, maintaining incident tickets, notifying executive leadership, and following up on resolution.
  • Assist in triage and incident management, collecting and analyzing performance metrics.
  • Assist the development team in deployment activities by executing change requests or tasks, maintaining SOX compliance.
  • Compose and send notifications to management for incidents.
  • Monitor and execute incident and change requests.
Requirements:
  • High school diploma or equivalent and 5 years of additional experience, or a Bachelor's degree and a minimum of 1 year of IT experience.
  • Past experience with help desk or incident management.
  • Strong knowledge and understanding of networking.
  • Basic understanding of Windows and Linux operating systems.
  • Ability to identify and relay information and symptoms detected by monitoring tools.
  • Ability to read and follow detailed instructions or procedures.
  • Effective communication skills.
Preferred Qualifications:
  • Bachelor's Degree in Computer Science or an associated discipline.
  • Familiarity with enterprise monitoring products.
  • Working knowledge of IT Service Desk models.
  • Experience working in large-scale IT environments.
  • Experience in critical incident management, including communication with various levels of executive management.
Benefits:

BCforward offers a comprehensive benefits package, including major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

We are an equal opportunity employer and welcome applications from diverse candidates. To learn more about our company culture and values, please visit our website.

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