Technical Support Tier Job Description

Technical Support Tier Job Description

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Technical support tier provides level 1 and Level 2 support for client-facing systems and applications, including mainframes, Tandems, switches, networks, processor links, ATM’s, servers- windows, UNIX, Linux and internet applications.

Technical Support Tier Duties & Responsibilities

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

Sample responsibilities for this position include:

Analyze server logs
Handle client technical support issues, questions of both technical and clinical nature, and triage the issues with minimal supervision to determine the true nature of the issue or question and provide solutions or answers in a timely manner
Incoming Technical Inspection of Products
Responsible for talking and negotiating with customers interacting with other work groups
Responsible for providing technical support and monitor day to day operations of Network Operation Control Center's
Ensure NOCC operations meet support and performance metric requirements
Provide prompt and accurate responses to questions from customers and prospective customers about the features and capabilities of our services
Assess ticket priority, and escalate as necessary through proper channels
Resolve issues timely and accurately to help the team meet expected metrics and SLAs
Participate in night, weekend, and holiday on-call rotation as needed, sometimes on short notice

Technical Support Tier Qualifications

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

Licensing or Certifications for Technical Support Tier

List any licenses or certifications required by the position: SSCA, SANS, HP, MSSQL, CE, MCSA, ISO, MOF, ITIL, RK

Education for Technical Support Tier

Typically a job would require a certain level of education.

Employers hiring for the technical support tier job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Technical, Engineering, Associates, Education, Information Technology, Computer, Business, Networking, Information Systems

Skills for Technical Support Tier

Desired skills for technical support tier include:

DNS
HTTP
Like
TCP/IP protocols
VoIP
Internet computer applications
Specialty internet products
UNIX
Basic firewall configuration on IOS based modems
Diagnostic tools to troubleshoot DOCSIS Modem issues

Desired experience for technical support tier includes:

Excellent organizational and time management skills, experience in a high volume call center environment
Demonstrated commitment to providing superior customer support, positive record related to attendance, punctuality and dependability
1 year or more of Computer/Software Support Experience
Ability to work in a fast-paced setting with attention to detail and follow-up
A minimum of two years of college or related experience
Must have previous call center experience to be considered

Technical Support Tier Examples

1

Technical Support Tier Job Description

Job Description Example
Our innovative and growing company is hiring for a technical support tier. 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 technical support tier
  • Answer incoming calls and support emails during shift and troubleshoot customer Internet problems in a Service Center environment
  • Handle complex escalations from Tier I and other departments
  • Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
  • Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner
  • Proficient trouble ticket management skills
  • Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction
  • Handle inbound calls from customers with professionalism
  • Provide timely and professional responses to customers, dealers and OEM inquiries relating to system operation/functionality, device configurations, system activation, service agreements, complex service billing and other Tier 1 level activities as outlined below
  • Process Aircraft Registration change requests in Salesforce, Navision and the billing databases
  • Accountable for Customer assistance on invoice questions and process credit requests on accounts when needed
Qualifications for technical support tier
  • Basic working knowledge of consumer Routers
  • Strong PC hardware and software skills are essential
  • Basic working knowledge of terminal related equipment such as Hubs, Routers, switches, servers and various networking components is desired
  • Excellent listening skills, written and verbal communication skills using phone, email, and other forms of communication
  • Shell scripting, user/file permissions, environment variables, vi
  • Sys admin experience, stop/restart services, configure Apache, knowledge of system logs
2

Technical Support Tier Job Description

Job Description Example
Our company is hiring for a technical support tier. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support tier
  • Provide exceptional support for our applications and associated services
  • Answer phone calls, chat and emails to troubleshoot issues customers face when using DocuSign products, including account access, setting up templates, sending documents, billing, etc…
  • Meet and exceed your service level goals
  • Achieve ~ 90% or higher on closed case surveys
  • Achieve 10% or less for call abandonment rate
  • Promote DocuSign products and services to customers and prospective customers by consulting with the customer and evaluating their service and support needs
  • Uncover sales opportunities and pass them over to Sales Team or close them as appropriate
  • Deliver informal product training to prospects, customers and fellow employees
  • Act as a Subject Matter Expert for Advanced DocuSign Features, such as our APIs, DocuSign Connect, Powerforms, Templates ,Embedding signing, Docusign For Salesforce
  • Act as interface between Support and Engineering/Development
Qualifications for technical support tier
  • Proven technical understanding of Microsoft software, SQL, BizTalk, SharePoint, and IT systems
  • Prefer bi-lingual skills (Spanish/English)
  • Outstanding Customer Technical Support
  • Solution Driven Results
  • Extensive troubleshooting and testing skills
  • Ability to effectively prioritize and escalate customer issues as required, being able to multi-task and perform effectively under pressure
3

Technical Support Tier Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical support tier. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support tier
  • Should have a passion for technology and troubleshooting complex customer problems
  • Addresses and resolves issues and requests
  • Assisting the team in achieving set targets such as First Time Fix
  • Ensure that change management are supported technically through implementation of changes or customer work and that appropriate charges are raised
  • Respond to all inquiries for technical support within defined service level agreements
  • Lead partner through diagnostic procedures by listening to and providing instructions
  • Document service activity by recording clear, concise, accurate, and detailed case notes for every partner interaction
  • Create high quality and consistent partner and staff written communication
  • Identify the root causes of incidents and determine whether incident is caused by improper procedures or by a programmatic error
  • Perform other duties as assigned to ensure success of the team and the organization
Qualifications for technical support tier
  • Strong knowledge of troubleshooting computer networking issues, including firewalls and permissions, background in computer hardware, including printers, scanners, and mobile devices (phones/tablets)
  • Required experience with HTML/CSS/JavaScript
  • Knowledge of protocols (TCP/IP, PPP)
  • Knowledge of protocols (TCP/IP, OSPF, Frame Relay, PPP)
  • Minimum one year of experience in PC and Macintosh hardware and software and internet technology
  • Excellent listening, analytical, verbal and written communications skills and interpersonal required
4

Technical Support Tier Job Description

Job Description Example
Our company is looking to fill the role of technical support tier. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support tier
  • Responds to all inquiries for technical support within defined service level agreements
  • Monitors production systems and data delivery tools for stability and troubleshoots problems as needed
  • Escalates unresolved problems to Tier 2 technical staff
  • Receive and acknowledge issues from customer base or identify issues
  • Perform Case qualification, verify problem/analysis and confirm prioritization with customer base
  • Identify and verify the impact of various alternatives on local or regional systems/processes
  • Define interim strategies or workarounds and facilitate communication to user community through defined processes
  • Engage all appropriate parties to address escalated issues
  • Drive the implementation of the solution
  • Utilize root cause codes on all cases to identify trends, gaps, training
Qualifications for technical support tier
  • 1 year of working experience in a network support role, supporting networks either on site or via phone
  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio)
  • Extensive troubleshooting and testing skills analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot
  • Big Data, NoSQL knowledge is a plus ITIL knowledges
  • Ability to handle conflicting priorities and triage accordingly
  • Experience supporting SaaS
5

Technical Support Tier Job Description

Job Description Example
Our company is growing rapidly and is looking for a technical support tier. 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 technical support tier
  • Attend weekly Tech Sync meeting with engineer PMs to review new and track status on existing issues
  • Work within the service center ticketing system to ensure that issues and requests are resolved or escalated per established Service Legal Agreements
  • Be a member of the Customer Support team located in multiple locations .Act as the subject matter expert for assigned products/service offerings and participate in knowledge creation and sharing to all team members and to our customers
  • Responsible for the execution of new capabilities within the Product Insight organization, address escalation of issues from our Sales and Technical Support specialists that handle internal and customer issues, including occasional support on customer calls/emails for technical issues, and take ownership of escalated issues as appropriate
  • Manage inbound feature requests, identifying business needs and support
  • Work with Product teams to make sure that new services and features can be effectively supported including testing new features before, during, and after release to all accounts
  • Participate in a BugJam, partnering with Product to test upcoming features
  • Work with release team on monthly releases, participate in QA when as appropriate, verify post-launch functionality and fixes
  • Handle inbound customer repair request via phone, portal, email, and network monitoring tools
  • Manage ticket queues
Qualifications for technical support tier
  • Flexibility in schedule and accessibility outside of work hours to address questions or concerns
  • Minimum 1 year experience in a network operations, technical support environment or customer service role required
  • Experience with network security to include packet sniffing, firewall configuration and SSL-based secure communications
  • Windows SQL Server 2003/2008 installations, integration and configuration experience is desirable
  • Experience with logging systems (i.e., Syslog, Windows Event Log)
  • English and Italian is required

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