Technical Support Specialist II

Hiring Company:

Delicatessen Services Co., LLC

Overview:

Reporting to the Service Support Operations Manager, the Tier 2 Technical Support Specialist investigates, diagnoses, and resolves most incidents that are not resolved by the Help Desk Specialist. This individual assists the Help Desk Specialist solve basic technical problems and investigates more complex issues escalated to him/her. The Tier 2 Technical Support Specialist performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The Tier 2 Technical Support Specialist documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. The Tier 2 Technical Support Specialist coordinates with corporate management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions.

Job Description:

Responsibilities:

• Performs onsite installation or replacement of various hardware and software components.
• Performs diagnostic testing and analyzes test results in order to resolve the issue.
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Tier 2 and Tier 3 trouble tickets.
• Resolve network switch and connectivity issues.
• Collaborate with development staff to recreate issues in the test environment.
• Verify with the customer that the issue has been resolved and update the ticketing system.
• Interface with infrastructure, database, and development personnel.
• Communicate the plan, progress, and issues in a timely manner.
• Initiates escalation as appropriate to ensure management awareness of Severity 1 outages.
• Actively contributes to ongoing process improvement.
• Performs other duties or special projects as assigned.
• Ability to complete multiple simultaneous projects in a timely manner.
• Determines root cause of problems and identifies workarounds or permanent fixes.
• Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
• Escalates issues to Tier 3 support when the issue exceeds their skill set.
• Proactively monitors the infrastructure for possible issues and takes necessary action to prevent an outage.
• Serves as Subject Matter Expert (SME) for IT desktop support.
• Acts as liaison between equipment vendors and the company.
• Administers, updates, and troubleshoots help desk ticketing software (System Administrator).
• Assists in the maintenance or server and network systems as needed.
• Writes automated routines and programs using common desktop software.
• Actively participates in end user and Help Desk Specialist training by providing materials, conducting training, or attending training in the role of SME.
• Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
• Administers, updates, and troubleshoots corporate telephone system.
• Other duties as directed by the Service Support Operations Manager.

Qualifications:

• Associate degree in computer science or related field desired.
• 3-5 years experience in an IT technical support position preferably in a manufacturing or distribution environment.
• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.
• Demonstrated experience installing and supporting Windows 7, Office 2010, and other desktop related applications.
• Knowledge of Oracle EBS systems and applications.
• Knowledge of network and server administration and troubleshooting a plus.
• Knowledge of IT technologies such as VMWare and VDI a plus.
• Outstanding customer service skills.
• Proven ability to keep up to date with the latest IT technologies.
• Well-developed communication skills - oral, written, and listening.
• Must have excellent interpersonal and motivation skills.
• Ability to work independently and in a dynamic environment.
• Strong organizational skills and ability to prioritize.
• PC Imaging experience is required.
• Footprints experience is required.
• Ability to work various hours, including weekends. Work schedules vary based on production needs: early morning starts, extended hours, and weekend work.
• Ability to work in confined areas and ceilings to run wire for system integrations or telecommunications.
• Occasional travel may be required.

Location:

Sarasota, FL

Time Type:

Full time

Department:

Management Information Systems