IS Technical Specialist

Advantage Tech is seeking a IS Technical Specialist to work with one of our awesome clients in the Kansas City area. 

Job Summary:

Provides tier-two technical and testing support for customers across all electronic access platforms.  Promptly identifies, troubleshoots, and resolves intermediate to complex end-user computer software, hardware, and networking issues.

Key Activities:

Provides tier-two technical support to customer service representatives in the Customer Contact Center (CCC) and tier-one support for the client’s largest customers.

Technical support includes network connectivity and/or other issues related to browser configuration, software, firewalls,middleware installation and configuration (primarily Connect: Direct and MQ), VPN/router installation and configuration, etc.

Researches complex customer inquiries using a variety of tools and resources.

Participates in and supports moderately complex System-level projects, such as implementation/upgrades of end-user hardware and software.

Utilizes on-site lab to emulate customer environment for product troubleshooting purposes.

Utilizes on-site lab to test new products and service offerings, including cloud based services.

Provides testing support to the largest customers during evenings and on Saturdays, as needed.

Creates, updates, and maintains procedures/documentation.

Represents the Customer Contact Center on high severity System-level outage calls.

Provides rotational, after hours (on-call) support, as needed.

Create and maintain cloud documentation for lab and product designs related to cloud-based services.

May develop or facilitate training classes.

Qualifications:

High school Diploma, and/or basic vocational skills training. Associates degree from a two-year college or technical school preferred.

One year minimum of directly related work experience, including use of advanced networking skills.

Strong working knowledge of multiple hardware/software platforms and applications.- Strong initiative, analytical skills, and customer service skills.

Ability to quickly grasp in depth understanding of procedures and automated systems.

Interpersonal skills, including the ability to work effectively in a team environment.

Ability to multi-task and communicate technical concepts to end-users.

Position requires working weeknights (e.g., until 7:30 PM CT), working some Saturdays, and occasional after hours (on call)support.

Preferred Qualifications:

Networking certification(s), Active Directory certification(s), Server Operating System Administration certification(s), or completion of classes toward related certifications preferred.

Additional certifications may include: Cisco Certified Network Associate (CCNA), Cisco Certified Entry Network Technician(CCENT), Comp TIA Network+, Amazon Web Services/Google Cloud/Microsoft Azure, etc.

 

 

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