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Senior Support Specialist in Madison, WI at APEX Systems

Date Posted: 6/14/2019

Job Snapshot

Job Description

Job #:  980235
Apex Systems is looking for a Senior Support Specialist for one of our clients in Madison, WI on a direct-hire basis.
The Senior Support Specialist is responsible for resolving and documenting inbound technology-related issues for known and newly discovered issues while ensuring the highest-level of customer service by following professional communication etiquette and operating in a helpful and timely manner. This position performs configuration changes for supported products, expedites service requests, and coordinates with other teams to ensure solutions meet specified requirements.
To be successful in this role, you must have an understanding and experience around how to effectively a hardware offering and software suite being utilized by a growing employee base.  This individual would be excited to figure out how things work end to end and understand the technical aspects of the platforms we support. You must be able to effectively troubleshoot issues and escalate in a timely manner. 
  • Applies technical knowledge in areas of specialization to investigate, research, diagnose and resolve inbound technology-related issues for known and newly discovered issues.
  • Researches and creates new knowledge to address issues discovered when working with the customer.
  • Consults with and/or escalates to other IT Teams as appropriate.
  • Provides remote customer service by responding to inbound and placing outbound phone calls and ensuring the highest-level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner.
  • Provides the customer with expert advice and best practices regarding problem resolution and product operation.
  • Performs operational configuration changes for supported products as needed and expedites service requests as appropriate.
  • Develops and maintains technical documentation for internal support, training, application/product modifications and
  • updates.
  • Demonstrates technical proficiency in one or more of the supported areas and serves as a technical mentor within the department.
  • Logs, tracks, and manages incident tickets from end users according to established guidelines.
  • Collaborates with peers, management and business partners to define business and technical requirements on appropriate technology-related issues.
  • Coordinates command center activities including event management, informational notifications, and phone system messages.
  • Serves as a technical resource and collaboration and consultation point for less senior team members; recommends solutions based on best practices and experience.
  • Maintains established service level agreements to manage customer expectations and quality standards; identifies opportunities for improvement.
  • Performs task automation and implements process improvements; recommends enhancements that result in increased quality and service.
  • Protects our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities.

Required:
  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Must possess minimum of 3-5 years of relevant work experience
  • Must have at least 2+ years experience in Desktop Support
  • Must have proven experience in ensuring high levels of external and internal customer service
  • Must have displayed leadership and team centric skills and strong solution orientation  
  • Must have excellent problem solving and analytical skills with the ability to isolate problems, collect data, establish facts and draw valid conclusions
  • Must have experience in administering MS Windows, Linux, Mac OS X, Office Suite, Google Suite in a Business environment
  • Candidates must meet or exceed all minimum criteria above
  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:
  • Experience with Atlassian (Jira, Confluence, etc) administration
  • Certifications with Microsoft, Linux, etc
  • Experience with PowerShell
  • Familiarity with Microsoft Domain services
  • Asset tracking/management experience with more than 400 assets
  • Experience with automating rote tasks related to applying OS images on new hardware, decommissioning old hardware, etc
  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred

 
 
 
 
 
 
 
 
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.