02 Sep
Tier 2 Support Agent
Vacancy expired!
Apex Systems - Tier 2 Support Agent
Tier 2 Support Agent Apex Systems, the nation's 2 nd largest IT Workforce Solutions organization, has an immediate and exciting opportunity for a Tier 2 Support Agent role with a large client in the Louisville, KY area. This will be a fully remote opportunity. If you'd like to receive Job Alerts from Apex that match your specific criteria, visit itcareers.apexsystemsinc.com . To apply, please send your resume to Kelsey O'Bryan - kobryan@apexsystems.com. The shift for this role is Thursday-Sunday 8:00 pm-7:00 am EST Job Responsibilities:
- Answer high volume of Support calls and emails, while maintaining excellent customer service levels through all modes of communication
- Be the point of escalation for Support Tier 1
- Assist customers in finding existing and missing content
- Troubleshoot software issues using remote assistance software
- Troubleshoot hardware and satellite issues over the phone
- Create and escalate tickets to internal departments to report delivery issues and platform performance and functionality
- Monitor Support Dashboard and investigate alarms
- Monitor Agent error reports and take action as needed
- Monitor systems health
- Interface with IT partners to resolve hardware issues
- Create, edit and troubleshoot video workflows
- Run daily and weekly reports
- Participate in weekly Support Tier 2/Tier 3 training call
- Perform Tier 1 functions as needed
- ADA Essential Functions
- Bachelor's degree, Microsoft Certification or High School Diploma and 3+ years working in a corporate network environment
- Attention to detail is a must
- Willing to work a flexible schedule as needed
- Excellent verbal and written communication
- Ability to manage multiple responsibilities at once
- Must work well without direct supervision
- A+ Certification or equivalent experience
- Intermediate knowledge of Networking, Server OS, Remote Desktop
- Basic knowledge of firewalls
- Basic knowledge of Mac OS X
- Unix experience a plus
- Industry experience a plus
- Must have a cell phone
Vacancy expired!