Help Desk Support (Technical Support)

 

GoAhead Solutions has an immediate need for a Help Desk Support(Technical Support) in Boston, MA. This would be a 12 month contract to start out. Must be flexible with schedule and overtime maybe required.

Job Description:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and 2-5 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Typically reports to a supervisor or manager.

The role requires being the primary escalation person for Teleconference vendor issues. Liaising between service operations, clients and teleconference vendor support teams.

The role will be also be responsible for assisting Global Webcast Platform Management, delivering and assisting Platform Support Engineers in providing (2nd Level) support to the customer as defined in the Global Support Service Level Agreement.

Tasks will also include working to support Global Webcast Development/Infrastructure teams and associated vendors; including but not limited to teleconferencing provides

Additional this role will be responsible for contribution and overall maintenance/management of the Global Webcast Platform Knowledge Base.

-Support management using Global Webcast ticketing system JIRA, covering the below ITILv3 compliant disciplines
-Support Request Management
-Service Request Management
-Incident Management
-Problem Management
-User Acceptance Testing for Global Webcast Platform. Delivered in conjunction with development and QA teams to ensure effective Webcast Platform releases
-Knowledge Base development and ongoing maintenance using Global Webcast wiki Confluence.
-Knowledge creation based on requirements set out Global Operations and Platform Support Engineers. Knowledge articles will be used to support
-Support and Escalation management for Teleconferencing vendors
-Contributing to management reporting
-Other tasks as required by management

Should display the follow personal attributes:

-Strengths in interpersonal and communication skills
-Team working and leadership,
-Planning and organization developed through various work experiences.
-Self-driven and highly motivated
-Willingness to learn
-Adapting to an ever-changing technology environment

Required background:

-5 years experience in an internet environment and multimedia technology
-1 year experience in a webcasting environment

Preferred knowledge in:

-Streaming media technology (Flash Media and Windows Media)
-Media formats & multimedia production
-Infrastructure & network
-Programming languages
-Debugging tools and techniques
-Wiki and ticketing systems

Other requirements:

-Accepting of the global nature of the role, and the expectation of flexible working hours to allow effective communications with global colleagues, clients and leadership