Customer Support Specialist

S2Technologies • Colorado Springs, CO

2d • $30,000 - $50,000 • Onsite

About The Position

As a Customer Support Specialist, you will provide helpdesk, system, and network operations support in a 24x7 NOC environment. This position is responsible for monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues.

Requirements

• 1-2 years of Helpdesk Support Experience.
• Basic understanding of networking, including OSI model concepts.
• Basic understanding of the concepts and functionality of Windows Operating Systems.
• Basic understanding of Microsoft Office Products (Word, Excel, PowerPoint).
• 24x7 monitoring and support of hardware and software supporting critical operations of a global network.
• Understand and adhere to the Standard Operating Procedures (SOP) of the organization, and adhere to all site-specific policies and procedures.
• Ability to work in a fast-paced environment.
• Ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine real root of problem.
• Secret Clearance Required

Responsibilities

• Provide helpdesk, system, and network operations support in a 24x7 NOC environment.
• Monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications.
• Assist personnel in the field with real-time troubleshooting of system and network issues via Phone, E-Mail, and live chat systems.
• Provide Tier 0/1 Helpdesk support for various systems throughout the Mission Command Support Center, and provide Tier 2 support for the Blue Force Tracker family of systems.
• Accurately document all customer contact via an online Ticketing system within the Network Operations Center (NOC) to include detailed issues reported, who reported the issue, unit/company with the issue, location, and complete history of the issue being worked.
• Monitor all network capabilities, functions, and performance utilizing means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed