In PersonTravel up to 20% per year may be required.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
A multi-year degree in Computer Science, Communications, or a related technical field, or equivalent experience in a similar field.
Previous experience in a technical support environment.
Ability to react quickly and effectively in a high-pressure, time-sensitive environment.
Successful completion of new and ongoing training for necessary products and services.
Ability to work remotely with limited supervision.
Customer service and communications skills with attention to detail.
Ability to complete fingerprinting, background checks, and drug screening to comply with federal banking regulations and client requirements.
Compliance with federal regulations governing privacy, personally identifiable information, and sensitive data.
Ability to travel up to 20% per year.
Responsibilities
Document issues comprehensively.
Mitigate complex technical problems.
Adhere to service-level agreements.
Perform root cause analysis.
Escalate issues as necessary.
Manage issues through final resolution.
Desired Qualifications
Experience supporting call centers, telephony equipment, and private branch exchanges.
Experience with Linux server administration using CentOS.
Experience with database operations using PostgreSQL.
Experience with Windows Server administration, including Windows Server 2008 and 2012.
Experience with web server management using Microsoft Internet Information Services.
Two or more of the following: database support using PostgreSQL or MySQL and structured query languages; telephony configuration and troubleshooting, including vendor management; basic scripting using Awk, Bash, Perl, or similar; Asterisk or Voice over Internet Protocol private branch exchange experience.
Responsibilities Include:
Comprehensive issue documentation
Complex technical problem mitigation
SLA Adherence
Root Cause Analysis
Escalation as necessary
Issue management through final resolution
Successful candidates will have a multi-year degree in Computer Science, Communications, or a related technical field, or an equivalent level of experience in a similar field, as well as experience with, but not limited to:
Previous experience in a technical support environment
Ability to react quickly and effectively in a high pressure, time-sensitive environment
Successful completion of new and ongoing training for necessary products and services
Successful working remotely (telecommuting) with limited supervision
Excellent customer service and communications skills with attention to detail
Experience supporting call centers, Telephony Equipment, and Private Branch Exchanges
Linux Server Administration (CentOS)
Database Operations (PostgreSQL)
Windows Server Administration (Windows Server 2008/2012)
Web Server Management (Microsoft IIS)
In addition, a successful candidate will have two or more of the following skills:
Database Support – PostgreSQL/MYSQL, Structured Query Languages
Telephony configuration and troubleshooting experience, including vendor management
Basic scripting knowledge (Awk, Bash, Perl, or similar)
Asterisk / VoIP PBX experience
Candidates for this position must be able to successfully adhere to or complete the following:
Fingerprinting/background check/drug screening to comply with Federal banking regulations and client requirements
Compliance with Federal regulations governing privacy, personally identifiable information, and sensitive data