Mobile Integration Workgroup Looking for IT Support Specialist – Tier 1 & 2 at Remote

Our client is a builder of open-source software, innovative software infrastructure, and the next generation of performance computing. Their software stack consists of a CentOS replacement, a container solution of choice for HPC, a provisioning and cluster management solution, and a next-generation performance computing platform that is multi-cloud, multi-site, multi-cluster, and multi-node.


This is a fully-remote position across the US.

Under the direction of the VP of Support, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department. The Tier-1 & 2 Technician is capable of trouble-shooting and resolving the most difficult and complicated issues. The Tier-1 & 2 Support Technician is the escalation point for all technology support issues. Tier-1 & 2 Support Technicians are required to provide a clear and concise communication with all forms of internal interactions.

Responsibilities

• Primary escalation point technology issues.

• Responsible for advanced trouble-shooting of supported services.

• Documenting support-related processes and procedures (SOP)

• Maintaining Service Level Agreements (SLA) on tickets.

• Accurately documenting andfying client requests and incidents

• Providing courteous and professional communication with clients and internal departments

• Insuring support standards are followed from beginning-to-end of each client and internal department interaction

• Perform daily shift-driven tasks assigned by the Manager of Technology Support

Requirements

• Great educational background, preferably in the fields of computer science or engineering for technical project managers

• Proven working experience as a project administrator in the information technology sector

• Solid technical background, with understanding or hands-on experience in software development and web technologies

• Excellent client-facing and internal communication skills

• Excellent written and verbal communication skills

• Solid organizational skills including attention to detail and multi-tasking skills