Enterprise Technical Support Job Description

Enterprise Technical Support Job Description

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Enterprise technical support provides inbound and outbound technical support to clients on supported network technologies including fiber Internet access, Ethernet, hosted voice, enterprise trunking, managed services, enterprise TV and complex coax services.

Enterprise Technical Support Duties & Responsibilities

To write an effective enterprise technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included enterprise technical support job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage a group of Specialists focused on the restoration of both simple and complex Data Center Services along with Layer 1, 2 and 3 customer networks running over various access technologies, (wireline and wireless)
ITIL Incident Management activities including efficient service restoration, incident detection, recording, investigation and analysis
Participates in infrastructure maintenance
Triage and provide technical expertise in resolving product issues
Provide technical support to direct customers, resellers, and field engineers
Replicate customer environments to troubleshoot and resolve problems, file defects
Document problem details and problem resolution into Support case management application
Work with internal departments on product defects and enhancements
Develop and maintain detailed technical knowledge of specification and operations of Wyse products
Create Knowledge Base entries

Enterprise Technical Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Enterprise Technical Support

List any licenses or certifications required by the position: WAN, CCNA, I/O, RAID, SCSI, MCSE, DHCP, WINS, DNS, LAN

Education for Enterprise Technical Support

Typically a job would require a certain level of education.

Employers hiring for the enterprise technical support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Business, Information Technology, Technology, Math, Physical Science, Management Information Systems

Skills for Enterprise Technical Support

Desired skills for enterprise technical support include:

Excel
Data
Enterprise hardware and software technical environments
Outlook
Routers
Troubleshooting voice
Word
Coax and fiber
Windows
CWDM

Desired experience for enterprise technical support includes:

Working knowledge in mainframe technologies, UNIX and Database systems (ex
Native Italian speaker and fluency in English is a must
Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors)
In-depth knowledge in Storage technologies and/or Open Systems technology is preferred
Current Industry certifications are helpful ( Microsoft, Linux, VMWare, etc)
Document customer environments/topology as required

Enterprise Technical Support Examples

1

Enterprise Technical Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of enterprise technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for enterprise technical support
  • Review and distribute pertinent cross-functional information (e.g., Sales, Technical Account Managers, Customer Care, External Vendors)
  • MUST able to work 24x7 shift environment
  • Review and distribute pertinent cross-functional information
  • Work with executive leadership, develops, directs and drives key business strategies that provide the highest level of improvement to business processes and customer service delivery
  • Provide single point of accountability & contact to both local & global business leaders
  • Represent all Support & Deployment Services teams
  • Enhance collaboration among local SDS leaders/teams
  • Collectively drive Support & Deployment Services priorities
  • Take an ownership to develop next generation Support & Deployment Services leaders/key talent management
  • Take ownership to be the Services Delivery lead for the site
Qualifications for enterprise technical support
  • Excellent communication, organization, and technical support skills are essential
  • The ability to work as part of a team with a total commitment to customer satisfaction
  • Four or more years of Technical Support, Networking, or IT work experience
  • Knowledge of Active Directory, Load Balancers and various databases is desired
  • Citrix XenApp and Xendesktop experience (CCEA a plus)
  • Cisco Networking Experience (CCNA a plus)
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Enterprise Technical Support Job Description

Job Description Example
Our company is looking to fill the role of enterprise technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for enterprise technical support
  • Recruit and manager resources who can work within the EBU ‘I Am Service’ culture
  • Represent EBU Client Services Management on new projects and initiatives
  • Oversee communications with customers on escalated matters
  • Assist with post incident activities, including coordinating and following through with preventative measures strategy
  • Work with various platform teams on upcoming change/maintenance activities to ensure customer impact is kept to a minimum
  • Manage a team of people in various locations across Canada (Majority in Ottawa)
  • Provide timely phone support for high priority issues
  • Analyze, meet deadlines, and problem solve in a product support environment
  • Directly support customers with exceptional verbal and written communication, customer service, and troubleshooting skills
  • Handles technical problems to provide the most effective resolution, including escalation if necessary
Qualifications for enterprise technical support
  • Bachelors degree in Computer Science or Engineering preferred, or equivalent work experience
  • Often under pressure to manage multiple requests/cases with varying levels of importance
  • Or technology areas, and are called upon by management to work on specific cases when
  • BS in a technical field (CS/EE)
  • CCIE in routing and switching or Service Provider/Security/Voice
  • 1+ year experience in a customer service or technical support role
3

Enterprise Technical Support Job Description

Job Description Example
Our company is looking for an enterprise technical support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for enterprise technical support
  • Handle client escalations, providing clients with timely updates and analyzing root cause of escalations in order to drive process improvement
  • Document complex technical issues via the appropriate ticketing system in a clear and concise manner and initiate fix actions to resolve the issue or coordinate with internal and external fix agencies stakeholders
  • Responsible for escalation of client issues as necessary to appropriate teams including, but not limited to the Enterprise NOC, Core NOC, Engineering and/or other fix agencies and tracking escalated issues to resolution
  • Provide clients with timely updates on service-impacting events through resolution
  • Responsible for understanding and providing direction and assistance with troubleshooting complex technical support incidents, including WAN/LAN environment issues, Fiber technologies, Voice technologies, understanding of large corporate hardware and software environments
  • Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty
  • Applies technical expertise using standard operating and diagnostic protocols to quickly resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites in support of internal and external customers
  • Effectively communicates procedural and routine technical issues to internal and external customers in a highly stressful environment
  • Participates in problem recreation and failure analysis of systems level problems
  • Identifies the need for and provides input to training programs and/or serviceability enhancements within the Field and Technical Support Departments
Qualifications for enterprise technical support
  • Excellent Italian
  • 1 or more Industry certifications recommended
  • Ability to gather information and solve complex problems
  • College courses from an accredited college or university in computer science, MIS, or a related field preferred
  • Advanced work in pursuit of a Bachelor's degree (e.g., junior and senior year, ) in computer science, MIS, or a related field can be substituted for one year or technical support or network operations experience
  • Must speak fluent Dutch and English
4

Enterprise Technical Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of enterprise technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for enterprise technical support
  • Assist in identifying the need for and development of timely, highly focused and localized training programs
  • Reviewing logs to address troubleshooting issues
  • Server tuning
  • Collaborating with development and database teams on escalated issues while maintaining regular updates
  • Perform other duties as requested by leadership
  • Respond to incoming customer issues that are reported via phone, trouble ticket, email, and/or client portals
  • Use your technical expertise to review, validate and provide assurance on technical solutions and specifications provided by strategic IT partners
  • Provide guidance and assistance to colleagues, customers and the strategic partners to analyse and/or resolve complex problems and questions in relation to the proposed approach
  • Work with partners to overcome any gaps and challenges in the technical design to enable the delivery of the desired outcome to the customer
  • Strong communication skills with the ability to communicate complex technical issues and strategy to both technical and non-technical audiences
Qualifications for enterprise technical support
  • Relevant industry certifications - A+ certification desired
  • Special consideration given to CCNA, VMWare certifications, etc
  • Intermediate server hardware knowledge (including SCSI, RAID, I/O topology , backup )
  • Expert knowledge of Compellent architecture, internals and troubleshooting techniques, associated applications and solutions
  • Excellent working knowledge of common enterprise technologies the ability to understand IT infrastructure end to end
  • 1+ years of relevant experience with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and UDP protocols, packet capture analysis and related networking technology
5

Enterprise Technical Support Job Description

Job Description Example
Our innovative and growing company is looking for an enterprise technical support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for enterprise technical support
  • Assist client-side developers to build scripts in order to automate data transmission and post-processing functions
  • Manages first-level leaders and supervisors and/or complex technical support teams
  • May lead cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge
  • Applies wide application of functional knowledge and precedents to solve difficult problems after developing options and evaluating associated risks
  • Manages second-level and/or first-level leaders
  • Leads, directs, implements and coordinates through first level directors or subordinate managers the operational activities for a significant and sizable function, geographic region, product line or technical discipline or multiple related functions or products
  • Leads the development and implementation of all goals, performance standards/metrics and budgets for assigned business area
  • Works closely with Executive Management to develop effective strategies and programs to improve/enhance our ability to provide our services and products
  • Transfers knowledge and provides leadership support to team in the implementation of new hardware, operating systems and other required software on the systems
  • Applies broad technical expertise across multiple disciplines with the ability to implement technology and process improvement
Qualifications for enterprise technical support
  • Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
  • Candidate should also posses excellent communications skills and be in position to work under pressure with calmness and composure
  • Fluency in English AND one of the following languages (Italian OR Spanish OR German)
  • Liaising directly with customers, the accounts team, and the technical teams to drive resolution of escalated issues in a manner satisfactory to all parties
  • Expertise and experience in the methodology of Problem Management as a discipline
  • Excellent Italian and English language skills

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