Tier 2 Support Agent in Louisville, KY at APEX Systems

Date Posted: 2/14/2020

Job Snapshot

Job Description

Job #:  1048552
If you are interested in applying for this role, please send your updated Word resume to tdjones@apexsystems.com and your availability to discuss the details further. 
Technical Support Tier II
Louisville, KY
Long Term Open Ended Contract            
Job Summary:
This position is responsible for providing Tier 2 customer support through call and email inquiries, being the point of escalation for Support Tier 1 and escalating issues to Support Tier 3.
Job Responsibilities:
  • Answer high volume of Support calls and emails, while maintaining excellent customer service levels through all modes of communication
  • Be the point of escalation for Support Tier 1
  • Assist customers in finding existing and missing content
  • Troubleshoot software issues using remote assistance software
  • Troubleshoot hardware and satellite issues over the phone
  • Create and escalate tickets to internal departments to report delivery issues and platform performance and functionality
  • Monitor Support Dashboard and investigate alarms
  • Monitor Agent error reports and take action as needed
  • Monitor systems health
  • Interface with IT partners to resolve hardware issues
  • Create, edit and troubleshoot video workflows
  • Run daily and weekly reports
  • Participate in weekly Support Tier 2/Tier 3 training call
  • Perform Tier 1 functions as needed

  • •ADA Essential Functions

  • Bachelor’s degree, Microsoft Certification or High School Diploma and 3+ years working in a corporate network environment
  • Attention to detail is a must
  • Willing to work a flexible schedule as needed
  • Excellent verbal and written communication
  • Ability to manage multiple responsibilities at once
  • Must work well without direct supervision
  • A+ Certification or equivalent experience
  • Intermediate knowledge of Networking, Server OS, Remote Desktop
  • Basic knowledge of firewalls
  • Basic knowledge of Mac OS X
  • Unix experience a plus
  • Industry experience a plus
  • Must have a cell phone

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.