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Tier 1 Technical Support

3 months ago

St Louis, United States TEKsystems Full time

Position Title :

Tier 1 Technical Support

Location:

St. Louis, MO, US

Job Summary:

Provides advanced technical advice and guidance on the installation, adaptation, configuration, and enhancement of company technical products and programs. This role involves performing Tier III problem resolution, troubleshooting, and customer support to ensure the stability and optimal performance of systems.

Key Responsibilities:

Technical Guidance and Support:

 - Provide advanced technical advice on the installation, configuration, and enhancement of technical products.

 - Perform Tier III problem resolution via telephone, guiding users through troubleshooting steps.

 - Resolve technical problems and modify products to meet customer requirements.

 - Offer expert and second-tier technical support for the installation and repair of complex systems and outages.

System Analysis and Maintenance:

 - Review system configurations to ensure successful implementation of services.

 - Maintain system stability through advanced analytical techniques, timely incident resolution, and proactive maintenance.

 - Partner with developers and engineers to reduce recurring incidents.

Consultative and Off-Hours Support:

 - Provide consultative assistance during off-hours as needed.

 - Assist in developing continuous process improvements for support tools and troubleshooting techniques.

 - Collaborate with R&D in the testing and optimization of product support techniques and tools.

Issue Management and Communication:

 - Communicate issues to appropriate internal personnel.

 - Determine the effectiveness of known solutions and apply them as required.

 - Assess the severity and complexity of reported issues and escalate to the appropriate specialist if necessary.

 - Organize support priorities and determine troubleshooting workflows.

 - Provide training to customers as needed.

Top Skills:

 - Customer Service

 - Technical Support

 - Troubleshooting

 - Windows

 - Help Desk Support

 - Windows 10

Additional Skills:

 - Must have active secret clearance.

Experience Level:

- Entry Level

Application Instructions:

To apply, please submit your resume and a cover letter detailing your relevant experience and skills.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.