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Tier II Support Technician

Eingestellt von Synergis

Gesuchte Skills: Support, Client, Lan, Wan

Projektbeschreibung

TITLE: Tier II Support Technician

LOCATION: Alpharetta, GA

Our client located in Alpharetta, GA is seeking a Tier II Support Technician for an exciting opportunity.

The Tier II Support Technician is responsible for resolving all support issues that have been escalated from a Customer Support Technician - Tier I. A Tier - II Technician will be responsible for final resolution of all assigned support issues.

JOB REQUIREMENTS:

- Exceptional customer focus to ensure 100% Customer Satisfaction
- Excellent Customer Service skills
- Consistently respond to customer incidents with high, medium and low priority within company
- Advanced knowledge of Server hardware/OS software including Windows 2003/2008 Server
- Working to Advance knowledge of Verint Impact 360 Suite versions 7.x, 9.x, 10.x, 11.x
- Must have Advanced knowledge of Verint Workforce Management (WFM) solutions 
- Exceptional Organizational and planning skills
- Effectively utilize Microsoft AX software tools to document problems and propagate solutions to both customers and co-workers
- Ability to solve problems and communicate effectively with customers
- Advanced knowledge of LAN/WAN configurations and topologies
- Ability to handle multiple concurrent tasks and handle constant interruptions
- Subject Matter Expert (SME) in one or more core supported products

ESSENTIAL FUNCTIONS:

- Responsible for providing 100% Customer Satisfaction
- Responsible for answering incoming support calls
- Responsible for entering a helpdesk ticket for each incoming call
- Responsible for final resolution of all assigned helpdesk tickets within the departmental SLA
- Responsible for establishing and maintaining relationships with key customers
- Responsible for creating and maintaining support documentation
- Responsible for providing 24x7 on-call coverage on rotational basis
- Responsible for completing special projects and system builds as requested by the customer support manager
- Responsible for maintaining current support knowledge by attending training classes as needed
- Resolve support issues with in the SLA 95% of the time
- Exceed customer expectations 25% of the time (as measured by Customer Satisfaction Survey)

Synergis offers comprehensive benefit plans to our consultants, including Medical, Dental & Vision insurance. We also PAY up to 70% of the base medical coverage cost for employee only.

For immediate consideration for Tier II Support Technician position, please forward your resume

Synergis serves a myriad of clients across nearly all industries, from start-ups to Fortune 100 companies. The outcomes of these relationships are demonstrated in a growing list of more than 300 clients and industry recognitions by Inc. magazine and the Atlanta Business Chronicle.  From its foundation in 1997, Synergis has been successfully recruiting and placing IT professionals in all areas of information technology.  Recently named the Best Place to Work in Atlanta by the Atlanta Business Chronicle, Synergis has been successfully recruiting and placing IT professionals for over 10 years. For more information about Synergis, please visit the company website.

Synergis is an Equal Opportunity/Affirmative Action employer.

Projektdetails

  • Einsatzort:

    Alpharetta, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Synergis