Technical Support Representative - ACS/Workstations
Core
Independently handle complex customer issues related to ACS/Workstations, resolving intricate hardware and software problems while guiding customers proactively.
Role type
Senior Technical Support Representative (Hardware/Software)
Builds
Comprehensive responses about services, products, and technical matters for current and obsolete products.
Domain
IT Infrastructure / Hardware & Software Support
Deliverable
client delivery
Required skills
Active Directory, Linux, Microsoft Azure, Microsoft Windows 10, Windows Servers, Scripting, ServiceNow, IT Service Management, Root Cause Analysis, Process Improvement
Preferred skills
Agile Methodology, Automation, Desktop Support, Help Desk Support, Peripheral Devices, Operating Systems
Technologies
ServiceNow, Microsoft Azure, Microsoft Office 365, Linux, Windows 10, Windows Servers, Active Directory
Responsibilities
Address complex customer issues independently; Resolve difficult technical problems related to hardware and software; Provide comprehensive responses about services, products, and technical matters; Guide customers proactively to mitigate or prevent problems; Establish and maintain trusted relationships within customer accounts; Perform root cause analysis of outages and trends; Coordinate departmental work and identify improvement opportunities; Lead and assign responsibilities for complex requests; Analyze tasks and provide mentoring to lower-level roles.
Seniority
Senior, hands-on IC with leadership and mentoring responsibilities