Description

You provide Tier 1 technical support to end users via telephone, resolving hardware, software, and systems issues. You investigate problems, reset mainframe, LAN, and user credentials using RACF or Active Directory, and manage Remedy trouble tickets for escalation to Tier 2 or third-party providers. You also diagnose issues and coordinate product repairs by tracking service provider work.

Responsibilities

• Provide technical assistance and advice for hardware, software, and systems through phone support.
• Reset or restore mainframe, LAN, and User IDs and passwords using RACF or Active Directory.
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers.
• Diagnose and coordinate product repairs by dispatching and tracking work with service providers.
• Follow diagnostic procedures and use supplied documentation to resolve issues.

Required Skills

• 1+ years of field experience in a technical support role.
• Experience with call tracking and ticketing software.
• Basic User and Security Group Active Directory administration.
• Strong knowledge of Microsoft operating systems, specifically Windows 7 and Office 365.
• Experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation.
• Proficiency with RACF.
• Strong verbal and written communication skills for interacting with technical and non-technical users.
• 2-year associate degree or equivalent technical study.

Key Skills

Education

Any Graduate