Description

Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure
Recommend procedure modifications or improvements
Ability to investigate and research issues thoroughly with minimal guidance.
Ability to support security compliance procedures to include assessing vulnerabilities, implementing controls, and reviewing security logs

Requirements

Two (2) or more years of experience as a system administrator with demonstrated success in performing appropriate functions within large software development programs.
Two (2) or more years of experience with help desk operations.
One (1) or more years of experience with Jira.

Required Education and Certification:

A bachelor’s degree required in engineering, computer science, information sciences, or related field or equivalent in experience and expertise

Preferred or desired qualifications and Experience: