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Rose International · 2 hours ago

Technician

Madison, WI

Full-time

Hybrid

Senior Level

$32/hr - $34/hr

5+ years exp

Rose International is a staffing company seeking a Technician to provide multi-tier technical assistance. The role involves managing support tickets, performing remote support, and collaborating with technical teams to maintain network and infrastructure equipment.

Human ResourcesInformation TechnologyOutsourcingProject ManagementStaffing Agency

Growth Opportunities

No H1B

Responsibilities

Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system

Perform remote support as required to resolve the customer’s request

Manage support tickets in a timely manner, documenting all related work and providing status updates

Develop and modify knowledge base articles that are related to provided solutions

Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in Client offices and the data center

Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance

Develop and maintain diagrams, procedures, and documentation for the proper use and support of client office infrastructure

Implement infrastructure performance and security improvements based on customer feedback

Collaborate with team members to audit system security to maintain regulatory and policy compliance

Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service

Qualification

AgileSystem DesignProject ManagementNetwork SupportRemote Support ToolsDocumentationInterpersonal SkillsCommunication Skills

Required

At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role

Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications

Experience providing diagnosis, problem resolution, and support for enterprise applications and systems

Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers

Experience resolving tickets on first call and when required, following established escalation practices

Experience with remote support technology tools (screen sharing, voice, chat, etc.)

Experience establishing and building support workflows and diagrams based on team and customer requirements

Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices

Experience with security frameworks and their application to networked environments

Experience developing and maintaining a service calendar

Experience in non-prime shift, on-call technical support as needed

Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team

The ability to meet and maintain the Client's fleet car rental requirements

Strong written and oral communication skills

Ability to lift 50lbs

Preferred

Experience working on project-based teams that follow Agile methodologies

Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications

Experience in project management and its associated practices

Experience with inventory management and planning cycles

Experience with vendor management with ordering and warranty support