Description
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Ability to investigate and research issues thoroughly with minimal guidance
- Ability to support security compliance procedures to include assessing vulnerabilities, implementing controls, and reviewing security logs
Requirements
- Available to provide Help Desk support from 6am – 2pm EST
- Two (2) or more years of experience as a system administrator with demonstrated success in performing appropriate functions within large software development programs.
- Two (2) or more years of experience with help desk operations.
Preferred skills:
- AWS Certified Solutions Architect – Associate
- Security+
- One (1) or more years of experience with Jira.