Technical Support Administrator

Exol

10d•$26 - $36•Remote

About The Position

Symbotic is seeking a Technical Support Administrator who will play a hands-on role in the proper operations of the Symbotic system at our customer sites. The qualified candidate will be responsible for receiving, prioritizing, documenting, and actively resolving or escalating end-user help requests & issues. The candidate will also assist in problem resolution that is involved with the overall operation. We are currently looking for Technical Support Administrators that are available to work the following shifts (EST): Weekend Mid: Friday - Monday 12pm - 10 pm EST, Weekday Night: Monday - Thursday 8 pm - 6 am EST.

Requirements

Associate degree; or bachelor's degree preferred.
Minimum of 2 years' experience in troubleshooting & customer service environment.
Experience working with an enterprise level ticketing system e.g. JIRA; Knowledge of Active Directory concepts.
Solid core competencies using Microsoft Office.
Knowledge of using SQL with ability to create and/or modify SQL scripts.
Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills.
Knowledge of command line and environment variables. (Linux++).
Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
Knowledge of VMWare or other server/desktop virtualization platforms and management.
Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics.
Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

Responsibilities

Field incoming help requests from end users through a variety of avenues such as: telephone, email, instant messaging as well as Cases via Online CRM.
Manage and triage the disposition of all site network tickets within Jira and create “Top-List” focal points while ensuring prioritization & resolution.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Perform post-resolution follow-ups to help requests & update tickets with updates and status.
Perform ongoing activities such as monitoring the site infrastructure & overall health.
Identify and learn appropriate software and hardware used and supported by the organization.
Provide on-call support coverage for customers; while providing strong service orientation communication for both internal and external customers.
Ability to develop organized timelines based off chat transcripts and group calls.
Experience with application and hardware support either in the office or in the field or both.
Travel requirement 10%.