IT- Technical Support Specialist - Downtown LogicTree
As the ?voice of transportation?, you will provide timely technical support to clients (via phone, web based tools and email) by researching and answering questions; troubleshooting problems, maintaining databases, escalations and ticket documentation with exceptional customer care.
Provide troubleshooting and technical support via remote access to customer?s platforms, results reported via web-based tools, email and phone.
During problem escalations, assist Technical Engineering while classifying issues into proper severity levels and reporting systems behavior.
Support our customers by troubleshooting network issues, server stability and escalates the issue to the proper persons within LogicTree.
Gathering, validating and documenting information related to reported outages or service disruptions; determining areas of improvement, update client reference materials in SharePoint, issue resolution, and root causes of issues.
Training users on how to diagnose issues using LogicTree provided tools.
Installs operating system software, patches and upgrades.
Analyzes, troubleshoots and resolves system hardware, software and networking issues.
User Account Provisioning
Strong understanding of LINUX, Windows, Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.
Excellent written and verbal communication, interpersonal and positive customer relationship skills.
Minimum of four years of previous technical support and thirsty to expand your current understanding of IT design and operations; proven IVR support experience.
Develop change control protocols to help improve the system(s) stability
At least two years of Telecom and Networking experience in a technical support/help desk environment; clearing cache, restarting servers and updating data elements.
Solid experience in problem analysis and escalation/resolution of software problems and systems outages.
Demonstrated ability to manage and resolve stressful customer situations.
Must be able to work occasional weekend and off hours as necessary.
Experience troubleshooting and correcting Jitter, Latency, and Packet loss across public or enterprise networks using network analysis tools.
Microsoft Certified Technology Specialist (MCTS)
Linux + certification or equivalent
Work Status: Full time
||Denver, CO |