Technical Specialist

4 days ago

Raleigh, North Carolina, United States Serigor Inc. Full time
Job Description

The Serigor Inc. team is seeking a highly skilled Technical Specialist to join our ranks. As an Expert Resource, you will work closely with our Client Services Team to evaluate IT incident and problem service desk tickets, prioritizing and evaluating business impact.

Key Responsibilities:

  • Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
  • Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems.
  • Communicate status of progress to the customer and provide updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
  • Utilize extensive technical knowledge to develop and/or implement information technology solutions to enhance organizational success.
  • Collaborate with Data Center Operations to identify user file server data storage, network reservations, data restores, and various account creations and modifications.
  • Work with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications.
  • Collaborate with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
  • Lead projects that require directing the work of others and with some latitude on actions or decisions.
  • Develop and maintain appropriate documentation for all responsible areas, including process and procedures for technical field support activities.
  • Implement requirements of the IT Security Office and protect data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Requirements:

  • 7+ years of experience in different types of computer hardware, software, peripherals, and components, networking protocols, and communications.
  • 7+ years of experience in installing and imaging new computers and loading appropriate software for customers.
  • 7+ years of experience in installing local and network printers and other peripherals and configuration of same.
  • 7+ years of experience in migrating data and user profiles.
  • 7+ years of experience in documenting process and procedures related to technical field support activities.
  • Demonstrates knowledge and a working experience with ServiceNow call tracking system.

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