Take ownership of incoming help requests from end users and document all pertinent customer information.
Hands-on experience working with ticketing tools and SLA governed environment.
Prioritize and schedule problems. Escalate problems (when required) to the appropriate channel.
Record, track, and document the problem-solving process all the way through to the final resolution.
Use logical reasoning to analyze a situation and make use of available debug utilities.
Identify and learn old and new software features supported by the organization.
Hands-on experience working with fixes at the product level, including installing and upgrading software.
Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved.
Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits.
Develop FAQ and Knowledge Base articles to aid in problem resolution.
Bachelors degree in Information Technology, Computer Science or equivalent
Proven working experience in Enterprise technical support
Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting
Working knowledge of SQL Database, VB/Java scripting, Excel macros
Basic knowledge about Active Directory, Windows Server 2012 onwards, Cluster
Strong problem-solving and multi-tasking skills
Excellent client-facing skills
Excellent listening skills
Excellent written and verbal communication skills
Ability to speak and write clearly and accurately