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Technical Support Specialist

Company: Nesco Resource
Location: Rochester
Posted on: September 23, 2022

Job Description:

Do you have a background in technical support and helping end users resolve issues with their mobile phones? Are you a people person, have empathy for people's issues, and are good at deescalating stressful situations? Our client has a level II Technical Support role that you wouuld excel in. Got what it takes? Apply today! -We are looking for a Tier II Technical Support Specialist to provide advanced support for Tier I escalated tickets, related to Mobile Phone Hardware & OS, Cellular/Mobile Connectivity, MDM Configuration, and Cloud Based Applications. This role works in close collaboration with other technical teams to ensure all requests are promptly driven to resolution.Responsibilities:

  • Promptly triage technical tickets; appropriately escalate unresolved issues, including all relevant details (such as problem description and actions performed to-date)
  • Manage assigned tickets based on ticket priority
  • Identify chronic and related incidents (Problem Management) that may be affecting multiple customers and/or services
  • Perform technical actions on behalf of the customer, to include phone APP updates and configuration updates
  • Maintain subject matter expertise on services, systems and technologies related to the CHTS program
  • Document new and maintain Work Instructions/techniques/products/processes/implementations
  • Rotational On-Call 24/7 supportRequired Education and Experience:
    • One plus years of experience in a technical support desk role
    • Post-secondary technical degree or diploma in IT or communication services is desirable
    • Working in an Enterprise Ticketing System (ServiceNow, ZenDesk, ---)
    • Experience supporting the following technologies:
    • Android phone operations and troubleshooting; Apple phone knowledge is a plus
    • Bluetooth device operations and troubleshooting
    • Cellular network service troubleshooting
    • MDM configuration and troubleshooting
    • Enterprise web-based portal navigation and operationsFor IMMEDIATE consideration, Call Dan Birnbaum TODAY at 5._8._5._2._7._2._9._0._5._1. Resumes can be sent directly to PRO004 -Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

Keywords: Nesco Resource, Rochester , Technical Support Specialist, IT / Software / Systems , Rochester, New York

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