Product Support Technician

Job Description

REQUIREMENTS

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States
• 0-1 years of relevant work experience
• Experience with CRM or standard ticketing systems and remote monitoring and management software
• Experience with Microsoft Office standard applications
• Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
• Experience with virtualized and cloud-based environments
• Familiarity with administering antivirus software
• Familiarity with administering mobile devices and mobile device management systems
• Understanding of Data management (backup) software and Windows Server
• Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
• Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Server
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

RESPONSIBILITIES

• 30% Support & Enablement:
• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
• Monitors system updates to remain aware of common problems users are experiencing
• Actively listens to and builds rapport with end users to elicit problem details
• 30% Delivery & Execution:
• Performs software installations for customers
• Documents, reviews and ensures that all quality and change control standards are met
• Applies diagnostic utilities to aid in troubleshooting
• Accesses software updates, drivers, and knowledge base to aid in problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Interacts and builds relationships with site leadership where applicable
• 30% Administration & Operations:
• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket
• 10% Learning:
• Participates in formal and informal training sessions to gain new skills and knowledge
• Reviews regular pertinent product update information to keep knowledge current
• Contributes to and updates knowledge database and team training documentation
• Collaborates with other team members to share and exchange information

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