Senior Systems Engineer
About The Position
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.
Nice To Haves
- AWS Certified Solutions Architect – Associate
- Security+
- One (1) or more years of experience with Jira.
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
