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Tier 1 Technical Support Specialist - Entry Level (Urgent Need)

Tier 1 Technical Support Specialist - Entry Level (Urgent Need)

MillenniumSoft IncTempe, AZ, US
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Tier 1 Technical Support Specialist – Entry Level (Urgent Need)

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Position : Tier 1 Technical Support Specialist – Entry Level (Urgent Need)

Location : Phoenix, AZ

Duration : 12 Months contract

Total Hours / week : 40.00

Client : Medical Device Company

Level Of Experience : Entry Level

Employment Type : Contract on W2 (Need US Citizens Or GC Holders Only)

Responsibilities

  • Follow necessary Customer Support protocols
  • Interact with customers in a professional and enthusiastic manner via verbal and written communication
  • Promptly answer support calls, document, and transfer with a high level of urgency
  • Accurately document client interaction in a professional manner
  • Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
  • Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
  • Resolve open tickets and communicate resolution to the client to confirm satisfaction
  • Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
  • Support the field implementation team to successfully complete installations
  • Coordinate and execute the shipment of parts and supplies to customers

Technical Skills and Attributes

  • Databases SQL Server (SQL 2008 / 2012) 3+ years
  • Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures
  • SSIS (SQL Job) exposure / experience
  • SQL Reporting Services
  • OS knowledge (3+ Years)
  • Server 2008 / Server 2012 / Windows 7
  • Windows Services
  • IIS and Web Applications
  • Running Performance Counters
  • Basic Understanding of Group Policies
  • Security Permissions
  • Networking topology (2+ years)
  • DNS
  • DHCP
  • LAN / WAN
  • Telnet
  • Ports (Networking / OS)
  • Understanding of XML language (1+ years)
  • Ability to review application and OS logs (2+ years)
  • Active Directory experience or exposure (1+ years)
  • VMware experience or exposure (1+ years)
  • Wireshark (1+ Years)

    • Soft Skills

  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
  • Excellent time management and multitasking skills
  • Strong personal commitment to quality, customer service, and patient safety
  • Ability to understand and communicate complex technical systems to a non-technical audience
  • Works well in a team environment
  • Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

    • Other Skills

  • Excellent customer service skills (written and verbal) a must
  • Exceptional attention to detail
  • Excellent organizational skills
  • Ability to work in a fast-paced environment
  • Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
  • Ability to effectively listen, empathize and reassure clients their issues will be resolved
  • Ability to independently research, troubleshoot, and probe technical hardware and software issues
  • Ability to work in a team environment
  • Ability to work in a remote, home office-based environment
  • Experience using a computer in a work setting
  • Strong work ethic and initiative

    • Education / Licenses / Certifications Preferred

  • HS Diploma required
  • AS or BS, Computer Science or equivalent
  • A+, N+, Security +

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    Technical Support Specialist • Tempe, AZ, US