Technical Support Specialist

1 day ago

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

We are seeking a highly motivated and organized Technical Support Representative to join our team at BCforward. This is an exciting opportunity to work with a dynamic and growing company that values innovation and excellence.

Job Summary:

The Technical Support Representative will be responsible for monitoring and maintaining large-scale computing infrastructure, identifying and resolving technical issues, and providing exceptional customer service to our clients. This is a challenging and rewarding role that requires strong technical skills, excellent communication abilities, and a passion for problem-solving.

Key Responsibilities:
  • Monitor and maintain large-scale computing infrastructure, including 300+ applications
  • Determine the cause of alarms and take appropriate actions, including logging alerts and notifying stakeholders
  • Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
  • Act as service incident lead for issues, including maintaining incident tickets and notifying executive leadership
  • Assist in triage and incident management, including collecting and analyzing performance metrics
  • Assist the development team in deployment activities, including executing change requests and 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 minimum 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 a related field
  • 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 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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