Role Description:
Manage expectations at all levels: customers/end users, executive sponsors.
Ensure quality standards are followed.
Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
Act as the escalation point for high priority support issues.
Able to make recommendations on policies on system use and services.
Calls software and hardware vendors to request service regarding defective products.
Acts as a subject matter expert for one or more custom or COTS applications.
Talks to programmers to explain software errors or to recommend changes to programs.
May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write software and hardware evaluation and recommendations for management review.
Write or revise user-training manuals and procedures.
Develops training materials, such as exercises and visual displays.
Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
Provides technical assistance, support, and advice to end users for hardware, software, and systems.
Provides hands-on technical assistance to business and technical users.
Investigates and resolves computer software and hardware problems of users.
Serves as a contact for level 1 support.
Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
Determines whether problem is caused by hardware, software, or system.
Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
Talks with technical and non-technical co-workers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
Experienced with a variety of call-tracking software and systems.
Reads trade magazines and engages in independent study to maintain current industry knowledge.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.
| Skill | Required / Desired | Amount | of Experience |
| Tier 2 technical support for hardware and software | Required | 5 | Years |
| Experience with call tracking and ticketing software | Required | 5 | Years |
| Provides user training, documentation, manuals | Required | 5 | Years |
| Managing and assigning support issues | Required | 5 | Years |
| 4 year college degree in field of specialty or equivalent experience | Highly desired |
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