Senior Support Services Technician

21 Oct 2024

Vacancy expired!

If you are interested, kindly send resume to

Title - Sr. Support Services Technician

Location - Union City, CA (remote until pandemic)

Position Type - Contract to Hire

Job Description The Senior Support Services Technician is responsible for software and hardware support (Tiers 1 and 2), with the more senior resources being responsible for complex Tier 2 support tasks.
  • Provides technical advice, guidance and informal training to end users using hardware and software programs.
  • Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
  • Performs root cause analysis and develops checklists for typical problems.
  • Recommends procedures and controls for problem prevention.
  • Maintains knowledge database and call tracking database to enhance quality and timeliness of problem resolutions.
  • Works in a team setting, sharing information and assisting others with calls

Core responsibilities: Strategy (0%):
  • Analyze and improve knowledge database to reduce call times and improve call outcomes
  • Analyze call tracking database to identify trouble patterns, and work with impacted application and technical teams to document steps needed for improvement

Execution (90%):
  • Take and handle incoming calls for support in an efficient and professional manner
  • Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers, and network components
  • Provide second level of support to resolve more complex problems involving infrastructure and client technology components, including but not limited to: client hardware/software, printers and network components

Building Capabilities (10%):
  • Stay up-to-date on Clients infrastructure components to always ensure the highest level of service and support to the organization
  • Mentor peers to help them build capabilities
  • Document troubleshooting instructions Improve efficiency of team to resolve problems

  • ID: #21467478
  • State: California Unioncity 94587 Unioncity USA
  • City: Unioncity
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2021-10-21
  • Deadline: 2021-12-18
  • Category: Et cetera