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Technical Support Specialist (3251452013)
Our clients are growing their technical support team and are looking for an experienced Technical Support Specialist to join them in serving their customers. Responsibilities Responsible for implementing standards as established by the system and network engineering teams in regard to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery. Provide first and second level diagnostic support the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation. Create/update work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the TSS team lead. Participate in global support on-call rotation to support the various geographic plants and locations and also be available during on call support. Answers the telephone when called and be able to connect to the Company network within 10 minutes of notification. Monitor emails for alert notifications from the service desk and resolves or escalates these as required. Provide change management support during the weekend when on call. Participate, enforces, and follow Company’s change, incident, and problem management processes and escalate, where required to the Service Desk following the predefined escalation procedure. Adhere to Company security process proactively identifying security issues and escalating these to the TSS team lead or appropriate manager as well as Company’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle. Provide onsite support for new site launches and server/network refreshes. Other duties as assigned. Qualifications/SKills A bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of 2 years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted. Solid attention to detail and the ability to create and document process and procedures. Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community. The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality. Excellent organizational and problem solving skills. Ability to handle multiple tasks. A strong understanding and working knowledge of desktop hardware, operating systems and software. A good understanding of network systems and protocols as well as server hardware and operating systems.