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Title - Sr. Support Services TechnicianLocation - 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
- 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
- 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
- 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