Technical Services Specialist

4 days ago

WilkesBarre, Pennsylvania, United States Mohegan Full time
Technical Services Specialist Role

The Technical Services Specialist is responsible for ensuring the stable operation of the MSP in-house support calls relating to PC hardware and software, network, and telecommunications. This includes monitoring and responding to complex technical hardware and infrastructure problems using various hardware and software testing tools and techniques.

Key Responsibilities
  • Respond to inquiries and provide information to customers calling into a service hotline.
  • Evaluate situations, determine appropriate responses, record resolutions, or escalate to designated specialists/resources for resolution of customer problems or complaints.
  • Maintain the VoIP system and associated voice messaging systems, responsible for all Moves/Adds/Changes (MAC) associated with network, voice, and AV systems.
  • Assist with testing and installation of new and existing network hardware and troubleshoot physical and network-level performance issues.
  • Track issues escalated for resolution to ensure customers receive timely responses.
  • Provide assistance to users for all aspects of end-user computing, including desktop-based LAN system software, hardware, network, and telecommunications.
  • Document solutions to problems and develop end-user guidelines.
  • Provide Technical Services Specialist and IT Customer Service Specialist support to business customers and, if needed, escalate issues to peers or contracted external vendors based on negotiated criteria and thresholds.
  • Follow established escalation processes and procedures for alerting higher levels of management when issues are unresolved and begin to have a material impact on business operations.
  • Utilize a comprehensive system knowledge database for expeditious issue resolution for a diverse system portfolio.
  • Effectively and efficiently utilize software tools for recording, routing, escalating, and analyzing customer service calls.
  • Assist in the analysis of technical performance and reliability of products, systems, and services against identified industry standards to ensure customer satisfaction.
  • Responsible for implementing technical service restorations and troubleshooting procedures for identifying, testing, and diagnosing computer system and peripheral equipment failures.
  • Assist in the development of standards for client technologies (e.g., desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training, and total cost of ownership.
  • Monitor critical systems, respond to, and escalate alerts from system monitoring applications.
  • Follow a specified checklist or procedure without unnecessary or unwarranted deviation.


Training and Continuous Improvement

Provides and receives cross-discipline training to ensure maximum availability of systems under management.

Actively pursues opportunities, as an individual and as part of a group, to improve knowledge, tools, and processes for systems under management.



Requirements
  • Associates degree in Information Systems, Computer Science, Engineering, Business, or related field, and two (2) years as a Customer Service Specialist or High School Diploma or GED and six (6) years of progressive Information Systems experience in a Client Technologies or Customer Service environment.
  • Demonstrated advanced knowledge of Microsoft operating systems.
  • Intermediate knowledge of AS400/i5 system platform is preferred.
  • Requires weekend, evening work, and working different shifts.
  • Effective written and oral communications.
  • Ability to obtain and maintain gaming licensure in one or more jurisdiction.

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