JobsEQ by Chmura Logo

Technical Support Specialist - Level 2

Apex Systems

Location: Tampa, Florida
Type: Non-Remote
Posted on: October 15, 2020
This job is no longer available from the source.
Duties and Responsibilities:
• Provide outstanding customer service and a positive support experience by interfacing directly with end users on issues, requests and inquiries while communicating in a clear and concise manner
• Provide incident management for escalated issues related to hardware and software for laptops, mobile devices, desk phones, smart phones, and related peripherals, prior to escalation to Level 3 / management, or other resolver groups.
• Responsible for fulfilling requests related to onboarding and offboarding, new computer set-ups, software installations, permissions, configurations, etc.
• Accurate ticket entry for issue resolution to aid in incident management.  Manage life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements.
• Coach, mentor and train junior team members regarding incidents, requests, set-ups, processes and ticket handling.  Share best practices.  Monitor and delegate tickets and tasks.  Act as outage coordinator when necessary.  Act as escalation point for junior team members.
• Inspect equipment for initial set-ups, configurations, installations, upgrades, repairs, etc.  Work with vendors to evaluate hardware and software issues.  Pick up or deliver equipment as required.
• Perform intermediate actions and utilize tool kits to correct problems based on knowledge of operating systems, software, viruses and malware.
• Research issues utilizing a variety of resources; maintain level of knowledge of desktop operating systems and support standards.  Document knowledge through KB articles, tech tips, etc.
• Research and evaluate new technologies related to computer hardware, software and mobility.
• Participates in Continual Process Improvement in conjunction with IT Service Manager by performing quality checks and assist with trend analysis for proactive incident definition.
• Participate in the design, configuration, testing and deployment of corporate computer deployments.
• Perform Level 2 system administration, application testing and monthly maintenance, as well as documentation in accordance with best practices and internal procedures.  Provide backup to other IT staff, as assigned.
• Assist with documenting repeatable processes and procedures utilizing process improvement best practices, as it relates to technical support functions.
• Demonstrate a willingness to grow yourself and the team through collaboration and training tools
• Participate in projects as assigned.
• Perform other duties as assigned.
Preferred Qualifications and Technical Skills:
Education: Bachelor's degree in Computer Science, Management Information Systems, or related degree strongly preferred.
Experience:
• 2 to 4 years of Service Desk or Desktop Support experience
• Microsoft Windows (Windows 7 / 10)
• Microsoft Office and other productivity software; Mac OS
• Ticketing systems
• Intermediate experience with imaging and deployment tools
• Must be customer service-oriented and develop relationships with end users and vendors
• Must be able to remain calm under pressure
• Excellent troubleshooting and problem-solving skills
• Must be detail oriented and be able to deliver high quality work with little supervision
• Must be comfortable working in a satellite office and work independently
• Must have strong communication skills, both written and verbal, with a collaborative nature
• Must have an ability to work with and meet deadlines
• Must be a highly motivated self-starter
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.