200+ applicants

Company

FEI Systems · 2 days ago

Software Support Specialist - Tier 1 – Evenings/Overnight/Weekends (Remote)

Maryland, United States

Full-time

Remote

Entry Level

1+ years exp

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Information ServicesInformation Technology

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Hiring Manager

Ingrid Ramsay

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Responsibilities

Assessing the issues and troubleshooting problems if required

Investigate reported system issues, work to recreate, identify appropriate requirements and document defects.

Provide Tier 1 client support and technical issue resolution via email, phone, web-based feedback.

Escalate any unresolved issues up to Tier 2 support

Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements

Ask probing questions, listen, and record data capture details and actions performed in all tickets

Learn and understand client workflows and functionalities within complex software

Ensure problem ownership, escalate issues through proper channels

Provide updates to end users when delivering solutions and diagnosing issues

Advise management of potential risks that may have impact on customer base and operating environment

Promote end-user satisfaction in adherence to established performance metrics

Understanding around PHI/sensitive data

Technical experience with Windows 10/11 and Microsoft Office 365 applications

Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others

Ability to understand technical guidance and instructions and communicate them effectively to end users

Basic understanding of IT technologies such as Active Directory, malware protection, printing systems, endpoint management, and others

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportWindows 10/11Microsoft Office 365Networking TechnologiesActive DirectoryMalware ProtectionITIL ProcessHelp Desk Tools

Required

Must be able to work the evening/overnight/weekend shift, between the hours of 6:00pm and 8:00am Mon-Fri and 12am-11:59pm Sat-Sun; these hours are subject to change, but will remain evenings/overnight/weekends

Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions

Excellent customer service, critical thinking, and written & verbal communication in English

Must be adept at balancing shifting priorities and time management

Able to reliably work designated or flexible shifts in a 24/7, 365-day environment

Ability to understand and explain technical information

College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required

Experience with external customer communications (written and/or Oral)

Must have self-learning and researching skills

Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology

Ability to work successfully as part of a team

Technical experience with Windows 10/11 and Microsoft Office 365 applications

Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others

Ability to understand technical guidance and instructions and communicate them effectively to end users

Basic understanding of IT technologies such as Active Directory, malware protection, printing systems, endpoint management, and others